A Retailer’s Guide to Getting Omnichannel Customer Service Right

Retail Omnichannel eBook

With consumers shopping in more channels than ever, retailers have been forced to evolve. It's all about aligning your business to ensure the shopping journey is as seamless, quick, and hassle-free as possible.

Still, we all know there are going to be issues as consumers transition from mobile devices to in-store experiences to the web—and back again. That's when having the right omnichannel customer service program in place becomes so valuable. Being able to efficiently and effectively serve your customers in the channels they choose will make them happier, breeding loyalty in the long run.

Download this ebook to learn:

  • How to perform a customer service audit
  • Steps for executing and delivering an omnichannel strategy
  • Tips for optimizing omnichannel service levels
  • From brands doing it right

Happy customers, happy bottom line

With the rise of technology, companies are adopting better and better system solutions each year. Changing the tools your company works with can revolutionize the way you do business all the way down to how you interact with customers. Better tools mean better interactions, and better interactions mean happier customers.

These days, traditional customer service solutions can’t keep up. In order to exceed customer expectations, businesses need agile system solutions. Agile customer service tools can help your business save money, increase revenue, and keep your customers happy by increasing agent productivity, reducing training, and increasing self-service.

To learn more about the benefits of agile customer service, access your copy of the Happy Customers, Happy Bottom Line eBook below.

Getting started with Zendesk Talk

Talk

Getting started with Zendesk Talk will help you set up and make the most of Zendesk Talk, including tips for:

  • Developing goals and strategies for providing great support over the phone
  • Organizing and optimizing your phone support infrastructure
  • Finding and train the most talented agents
  • Measuring and improving the support you provide your customers

Introduction
Even in the age of email, social media, and whatever new channel is just around the corner, customers still prefer to use the phone for communicating with companies. Whether it’s to resolve complex support issues or to receive personalized service, many people appreciate companies that make the investment in providing quality support over the phone.

Zendesk Talk is cloud-based call center software that helps companies provide more personal, productive phone support. It’s built right into the Zendesk Support multichannel ticketing solution, allowing teams to deliver phone support from the same platform they use to manage all other customer conversations. Easy to set up and use, Zendesk Talk helps organizations boost agent productivity, improve cross-channel reporting, reduce costs, and—most importantly—improve the customer experience.

This ebook is designed to help you successfully implement Zendesk Talk. It includes high-level guidance, as well as best practice tips, to ensure you and your team can provide—and continue to improve—great phone support to your customers.

Read Getting Started with Zendesk Talk

Customer Service's Role in Creating Excellent Retail Experiences

Given today’s evolving consumer expectations and the advent of new technologies, customer service is more important than ever. Simply put, customer service directly impacts customer experience and retail companies can’t afford to get it wrong.

IDC conducted a global survey to determine how customer service impacts every retailer’s bottom line. Download “Customer Service’s Role in Creating Excellent Customer Experiences” whitepaper to learn about:
 
● How customer service impacts your business
● Key characteristics of excellent customer service
● Metrics that matter
● Technology & analytics needed

How to Keep Your Customers Coming Back

Think about your best relationships. Chances are, there’s a great deal of trust between the two parties, and there’s not a lot of ongoing drama involved. Very few relationships are totally drama-free, but if you’ve built up enough trust, you can usually get through the bumps and even come out stronger on the other end.

The relationship between a business and its customers is no different. To succeed long-term, companies must build trust with their customers and make their experiences as effortless as possible (no drama!).

It’s not quick or easy, but when you achieve both, your business is repaid with long-term customer loyalty. And when something inevitably does go awry, you’re more likely to get through it without losing the customer.

Creating an effortless experience and building loyalty, however, is anything but effortless. It takes work—lots of it. To help set you on the right path, we teamed up with our friends at HubSpot on a new customer loyalty ebook: How to Keep Your Customers Coming Back.

Download this ebook to learn about:

  • Innovation. It all starts with offering innovative products and services and continually improving them over time.
  • Communication. Clear communication that accurately represents your brand builds trust, and that goes for every channel and interaction—from support reps answering the phones to your website writers.
  • Education. Customers increasingly prefer to learn about your products and services—and answer questions and solve problems—themselves.


  • From that foundation, the ebook goes on to outline ways to build an effortless experience that will help you improve customer retention and stickiness, all drama-free.

    By supplying your contact information, you authorize Zendesk and/or HubSpot to contact you with further information. You further authorize Zendesk to pass your information to HubSpot for these purposes.

A Retailer’s Guide to Getting Omnichannel Customer Service Right

Retail Omnichannel eBook

With consumers shopping in more channels than ever, retailers have been forced to evolve. It's all about aligning your business to ensure the shopping journey is as seamless, quick, and hassle-free as possible.

Still, we all know there are going to be issues as consumers transition from mobile devices to in-store experiences to the web—and back again. That's when having the right omnichannel customer service program in place becomes so valuable. Being able to efficiently and effectively serve your customers in the channels they choose will make them happier, breeding loyalty in the long run.

Download this ebook to learn:

  • How to perform a customer service audit
  • Steps for executing and delivering an omnichannel strategy
  • Tips for optimizing omnichannel service levels
  • From brands doing it right

Bright Ideas: IT Customer Stories

Bright Ideas: Line of Business (IT) Customer Stories

As companies grow, so do the complex demands placed on the IT service desk. Without the ability to scale internal support, IT help desks can begin to break down, losing the ability to effectively provide employees with the technical support they need to do their jobs.

Many enterprises rely on Zendesk to deliver fast, reliable internal customer service, resulting in improved IT department operations and satisfied employees.

Read these IT-focused customer stories to learn how:

  • Xerox centralized internal support for it’s large, geographically disparate workforce, increasing efficiency, speeding fulfillment requests, and reducing costs.
  • The Wharton School updated IT infrastructure to allow for flexible integrations with other business systems, improved workflows with business rules, and mobile access for agents without interrupting the end-user experience.
  • L’Oréalé upgraded to a cloud-based Help Desk, leading to a work distribution center that now uses data to manage internal queries and provide employees with a safer environment.
  • REA Group scaled internal support to meet the needs of a growing global workforce, improving agent efficiency, and identifying and prioritizing urgent tickets.
  • Xero switched to Zendesk to meet the needs of rapid growth, unifying service management IT under a single platform and expanding functionality with integrations.
  • Also hear from Opentable, Groupon, Expedia Affiliate Network, and more!
  • 6 Steps to Deploying Chat on Your Website

    6 Steps for Deploying Chat on Your Website

    Live Chat is a faster and more personal way to engage with customers. But to make the most of live chat, you'll need to learn how to properly deploy and manage it.

    This comprehensive guide will provide the necessary resources for successfully implementing and deploying chat. You'll learn how to:

    1. Align chat goals with your business objectives
    2. Manage customer experience and chat volume
    3. Determine your staffing requirements
    4. Train agents to chat effectively
    5. Build a chat workflow
    6. Monitor and iterate on your success

    The guide brings together the Zendesk Chat team's collective live chat knowledge and experience into one comprehensive resource, offering high-level guidance, as well as best practice tips for support managers and administrators implementing live chat on their site.

    Bright Ideas: Customer Stories

    Zendesk retail customer stories ebook

    On the surface, business seems like nothing more than a series of transactions. But underneath business is about relationships—with vendors, employees, and most importantly, with customers. Smart, innovative companies know this and are moving to put customer relationships at the center of their business strategy.

    This is a big deal. Putting relationships front and center radically transforms a company’s ability to build on loyalty, evangelism, and trust. And it’s the key to making customer service a distinct competitive advantage.

    In this ebook, you'll get a view into how five organizations use Zendesk in innovative ways to create simple, seamless customer experiences.

    You'll learn how:

    • Box connects with customers across channels and has leveraged our API to customize Zendesk while scaling
    • SwiftKey embeds customer service everywhere—especially through their mobile, responsive Help Center
    • The Federal Communications Commissions designed a better consumer experience by replacing 18 complaint forms with their Consumer Help Center
    • Le Tote provides in-the-moment mobile support through their app using the Zendesk Mobile SDK
    • The Wharton School increases employee satisfaction by using Zendesk and the Zendesk mobile app for all core services requests

    How to Grow Your Business with Proactive Chat Support

    How to Grow Your Business with Proactive Chat Support

    The complete guide describes:

    • The benefits of proactive chat support
    • Research on public perception
    • How real-time monitoring allows you to flexibly manage your team, as your business grows
    • An example of a company who saw better conversion rates with live chat
    • Introduction

      We live in a world where real-time communication is the norm; not the exception. Where immediate access to friends and family is no further than the devices at our fingertips. In this world, consumers expect brands to be available 24/7 and the easiest way to meet that expectation is by providing live chat support.

      Live chat is redefining the parameters of customer and company communications. Instead of traditional channels with long wait times—email and phone support—live chat compresses all the back and forth by providing the immediate support customers need, exactly when they need it. You could say live chat just happens to be in the right place at the right time, every time.

      For customers, live chat experiences are familiar, convenient, and secure. Interactions are in real time yet preserved forever for their records. There is no room for error from mishearing someone on the phone. For businesses, live chat is efficient and effective. Agents are able to help more customers in a shorter amount of time. They also collect valuable user data to help them solve issues more efficiently.

      From both perspectives, it’s certain that live chat has a place in today’s customer-centric marketplace. So instead of questioning whether chat is a useful channel, it’s time to ask: How do we get more value from live chat?