Fill the self-service gap

More often than not, customers would rather help themselves than reach out to a support agent. Offering a self-service service option can not only provide quick and easily accessible answers to customers, it can also reduce agent workloads. According to Forrester, the “use of help or FAQs on a company's website increased from 67 percent in 2012 to 81 percent in 2015 among US online adults.”

See what Zendesk Guide users had to say about the benefits of self-service and proper knowledge management:

Customer engagement with agile customer care

Every interaction with a customer provides companies with an opportunity to not only provide a great experience, but to gather insights that can be used to improve processes and provide an even better customer experience. Agile customer care enables companies to use customer insights to improve:

  • Self-service options
  • Internal processes
  • Customer experiences

Learn more about agile customer care, read the report: Happy customers, happy bottom line

Top customer experience with agile customer care

Customers have more options than ever before. So any company looking to build long-term relationships, and not just single transactions, must invest in providing the best possible customer experience. Agile customer care enables support teams to increase productivity, improve efficiency, and reduce training by:

  • Resolve customer issues more quickly
  • Deploy agents more efficiently
  • Onboard and train new agents with fewer resources

Learn more about agile customer care, read the report: Happy customers, happy bottom line

Increase revenue with agile customer care

Some companies look at customer service as a drain on resources. As a result, customer service is a department that is often hobbled by a lack of resources. But it shouldn't be this way. When the proper investment is made in hiring and training great agents, building out top notch operations, and improving collaboration across departments, companies can see support for what it really is: a competitive differentiator that can lead to increased revenue.

Thanks to agile customer care, more and more companies are reaping the benefits of investing in great support.

Learn more about agile customer care, read the report: Happy customers, happy bottom line

In good company: Expand support beyond customer service

Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed from the rest of the company—or at least it shouldn’t be.

Today, customer service is more proactive, engaging, and transparent than ever before and providing that kind of support requires input and assistance from other customer-facing teams. Whether it’s sales, billing, professional services, customer success, marketing, or a product development team, each team has a hand in interacting with the customer, and the more you can capture all those interactions in the same place, the more cohesive the customer experience.

Learn why Zendesk customers have added additional teams to their instance of Zendesk Support, and what their customers and support teams have gained as a result.

Meeting the fresh demands of multi-channel customers

Customers want service that is both fast and human. Those two ideas might seem at odds with each other, but achieving this is possible with a multi-channel support strategy that factors in the strengths and limitations of each channel, as well as how customers prefer to use them.

There's a chat for that [infographic]

In recent years, companies have realized that providing customers with greater engagement opportunities can increase overall satisfaction and make their brands more appealing. Indeed, according to a report from the Aberdeen Group, 94% of organizations provide service and support across multiple channels (including, email, telephone, e-services, Web queries, remote support, social media, live chat, mobile messaging, and forums).

The increase in engagement channels has also made customers more demanding. They want greater flexibility, require real-time interactivity—as opposed to the more static “send request and wait” experience—and seek ways to get service as quickly as possible. In fact, brands have begun to realize that the most effective tactic is to be where the customers are, rather than always trying to bring traffic back to the brand. It's no longer enough to merely provide support—a company also needs to be approachable and available on a variety of channels.

Today, live chat is becoming increasingly important and profitable as a customer engagement platform. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions while they were in the middle of an online purchase was one of the most important features a website could offer.

Manners Around the World

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.

Manners Around the World

The face of your company: how to hire for client-facing positions

The employees that directly communicate with your customers ARE your business, as far as your customers are concerned. Hiring the right people in external-facing jobs like customer service and sales can have a big impact on brand perception, customer satisfaction, repeat business, and revenue. Our infographic explores the challenges companies face in hiring these key positions and what to look for in candidates.

The face of your company: how to hire for client-facing positions

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