Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
We’re excited to announce the launch of our integration with WhatsApp Business Solution
We're closing out July with some great new apps
Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.
Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service
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.
Here's why omnichannel support for agents and customers is a necessity
Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.
Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education
Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Zendesk plus some great new apps are a recipe for a great cocktail
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and floored by the customer service they’ve received that they can’t stop telling everyone about it. Without going into a book analysis, the problem is clear: there can be two types of raving fans.