Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness
With the help of Dimensional Research, we conducted a study to understand the value of good customer service. The results back up what weve been saying for a long time: providing great customer service can pay dividends that are far-reaching and long-lasting
Demand for 24/7 support is almost certainly going to come as your business grows
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
Spring is here, and with it, tons of new Zendesk integrations
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives
Live chat is one of the fastest and most personal ways to engage with customer service from afar. But that alone won’t define your customers’ experience - consider how they navigate the site, how they engage with support, and where they are on the customer journey.
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future
We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.
We’ve got plenty of new apps that will help you ensure your customers experience the best support possible
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
At long last, the winning track from our hold music contest is here. Perhaps you thought we were holding out on you. When we asked you to hold your horses back in December, you might have
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience