When it comes to scaling support in global organizations, having localized content should be at the forefront of your strategy. Just imagine asking a company a question in your native language (say, English) and receiving an answer in another language (Japanese, for example). A roadblock to great global support, right?
Zendesk’s dynamic content feature can help ensure a seamless experience for agent and end-user alike, regardless of their primary language. In this 40-minute on-demand webinar, Zendesk teams up with Evernote to show how Zendesk’s dynamic content tools can be used with our automated features to meet your global customer service needs.
Listen to Brian Tobin, Director of Sales and Support Operations at Evernote, as he shares the story and impact of Evernote’s localization process. You'll also hear from Sam Michaels, a Tier 2 customer advocate at Zendesk, who demonstrates best practices for setting up dynamic content and Help Center translations.
This webinar is intended for everyone, no matter the size of your team or the level of technical expertise.
Less equals more when it comes to the relationship between effort and conversion. Contrary to long-held beliefs, the "delight factor" as part of the customer service experience yields less than simply meeting customer needs and valuing your customers' time.
So what makes a great customer service interaction? This 6-minute watch reveals that what customers really want is a quick and easy answer. Companies who offer self-service and/or live chat have been able to prevent customers from having to pick up the phone (more effort for them, more cost to you), and have increased conversion rates by as much as 20 percent.
Creating a customer-centric company takes more than making an investment in the customer service department and systems. It’s about building a culture in which the customer is at the heart of all decisions made within every function and team. Watch this recorded 45-minute webinar, where Chris Brown will share why creating a customer-centric culture is important, and more importantly, how customer support can play a significant role in leading the charge. He’ll share five examples that support agents at any level can put into practice today to help their company embrace a customer-first philosophy, and put it into action.
Being polite might seem easy: Someone does something nice, you say “thank you,” right? As it turns out, that all depends on your location. Manners are different all over the world. So doing business—especially providing customer service—in a world brought closer together by technology can be a daunting task.
One thing is sure: you need to treat people with respect. We hope this infographic will allow you to do just that, by helping you navigate the world of global manners.
But be warned, even within many countries, manners will differ from region to region, neighborhood to neighborhood, and person to person. Always do plenty of research when traveling abroad or interacting with customers in countries outside of your own.
A customer service journey starts with customer support, resolving your customers' issues and answering their questions. This live, 30-minute webinar will help you get started, and show you how to:
- Open communication with your customers via email, phone, chat, and social media
- Automate some of your support workflows in Zendesk to drive more efficiency, including a best-practice example you can start using immediately
- Handle tickets with great productivity through a few neat tools built into Zendesk
This webinar is a must-see for anyone who's getting started with Zendesk!
We asked 16 customer service professionals what advice they would give to someone just starting out in customer service. Check out the SlideShare below we created from their responses. That's good advice!
There was a time when customer support meant you told a shop owner your issue with what they sold you, and they either decided the problem was for them to fix or your own damn fault. But then the telephone was invented and everything changed. Call centers emerged, phone trees were born, and suddenly there was no way around pressing '1' for one thing and '2' for another. It's actually pretty interesting stuff.
So when you find yourself wondering how on earth hold music came to be, and why it always seem to be smooth jazz, let this little history lesson fill in some of the blanks.
With John DiJulius
Watch as THE authority on providing a world-class customer experience, John DiJulius, shares how companies like Starbucks, Chick-fil-A, Nestle, Disney, Nordstrom, and The Ritz-Carlton deliver a world-class customer experience consistently, and how you can, too. In addition to addressing the current "Customer Service Crisis," John provides actionable steps that companies of any size can follow to improve their customer service today.
Best-selling author of both Secret Service: Hidden Systems that Deliver Unforgettable Customer Service and What's the Secret: to Providing a World-Class Customer Experience, John DiJulius is redefining customer service in corporate America. His keynotes and workshops are used by the top world-class customer service companies to provide unforgettable service every day. John has worked with companies such as Lexus, PricewaterhouseCoopers, The Marriott Hotels, and State Farm Insurance, to name a few, and he's the father of America's #1 customer service conference, The Secret Service Summit.
Your reputation for providing the best customer service matters,. In fact, as our latest infographic illustrates, the importance of following customer service best practices is two-fold: you need it to maintain your existing customer base and you need it so your base will promote you to potential customers.
Your customers are talking about you on a variety of channels, such as social media, blogs and review sites. Social media isn't just a place for your marketing efforts; it's for brand awareness and customer service. Customer service and marketing are both important for potential customers: only 1% of respondents said that a company's customer service reputation is not important when they consider whether or not to do business with them. The results that come out of channels used for both marketing and customer service can be the kind your management is looking for.
A company's brand is contingent on the customer service they provide. Subscribing to customer service best practices dictates the need for customers to have great experiences on different channels. Social media, for instance, can have a strong customer support presence to show the company is listening. The management of various channels takes a lot of time, communication, and strategy, but it pays off for the consumer is worth it in the end.
One of the most important factors in providing the best customer support is being able to respond to customers through a variety of channels. Many respondents (43%) listed the web as their preferred method of contacting customer support, but it's important to acknowledge that there are at least 5 other methods outside of the traditional 'in store' method that need to be accounted for. Strong customer service serves the customers as well as it does the brand and the company.