‘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.
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.
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
6 keys to ticket escalation
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
A simple way to understand machine learning vs deep learning
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.
What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
International relations 101: The keys to multilingual support success
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
10 Customer experience KPIs
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Figuring out “what happened?” with descriptive analytics
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.
Tap into the right self-service analytics to measure success
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
Demystify your data: the 3 types of customer analytics
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
See your business goals through by offering live chat
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.
Holiday retail and the omnichannel customer experience
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
Be a good neighbor, become a good business with CSR
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
Raising the bar as a customer support leader
There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them