Put the customer experience first with inside tips from Zendesk
In order to effectively deploy exceptional customer service solutions, there are five key phases of implementation that every company should consider
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
3 smart solutions to common customer service challenges
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
5 questions to ask customers to improve your customer support
Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Agent feedback: putting the pieces together
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
Reduce customer effort with great service
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
Making the most of an NPS survey
What can an NPS survey tells you about your customer experience?
Save the day with a churn survey
A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn
Customize your CSAT survey
The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost
The voice of the customer is key to your success
The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?
Be a better listener
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
Sharing customer feedback
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
How to get customer feedback: 3 methods
The first step towards understanding how to get customer feedback is to know the 3 different types
Grow the bottom line by building trust
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
3 ways to improve CSAT
Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers
Turning customer reviews into real revenue
Customer service is too often an afterthought and many times customer requests go unanswered. Yet with the proliferation of connected devices, customer expectations are at an all time high – they expect to get help quickly and on every channel
Conduct an honesty audit: Learn from customer feedback
Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around
Turn customer analytics into action
According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences
Managing customer satisfaction surveys and ratings
Today, as part of our Zendesk on Zendesk discussion series, I’ll shed some light into how we navigate the intricate workings of the CSAT survey and ratings, including a newer Zendesk feature that lets you drill into the reasons
Use customer surveys to innovate your customer experience
There are lots of ways to collect customer feedback—even from afar. One of the most common tools is a customer survey—NPS®, Transactional CSAT, Global CSAT and Customer Effort Scores are a few common survey types. Here’s is an overview of each
How to make your customer feedback form more visible
Gathering user feedback is one of the most straight-forward and effective tactics for improving your product or service. And the best way to get honest, insightful feedback is with a form that makes it easy for customers to answer meaningful questions. However, creating the form is only half of the equation. You also need
Fine Tuning: Taking action on customer satisfaction
Join us in the Zendesk forums today for the next installment of our Fine Tuning series. We’re hosting a day-long discussion focused on turning Customer Satisfaction surveys into positive actions