Mastering change management
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
Making CX smarter and more personalized with Zendesk and AWS
We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming integration: the Zendesk Events Connector
How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Start providing personalized customer service
There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale.
‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.
Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
3 ways to turn your call center into an experience center
Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers
วิธีการที่ The Groomsman Suit ตัดแต่งความรักให้พอดีตัวลูกค้า ทุกระดับ
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
What does customer service mean to you?
Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them
Customer support executives and the many roles they must play
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
4 tips for springboarding from Tier 1 support
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
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
Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
Bite Squad perfects orders with smart, personalized support
The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.
Onboarding a business process outsourcer? Follow the four “Ts”
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers
4 surprising findings on big companies and customer support
Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.
Using a smart knowledge base to unlock agent potential
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
5 ways that AI is already benefitting the customer experience
It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.