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.
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
Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community.
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back
If you want to provide optimal support, you need to focus on your agents and what they need
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.