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
3 top priorities in banking customer service
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits.
Zendesk Duet: derriba las barreras que dividen a los equipos de ventas y soporte
Duet is a “super seat” that gives users access to both Sell and Support, enabling sales and support reps to take advantage of the customer data flow between them
Three ways an AI-powered knowledge base changes the game
AI-powered knowledge bases have become vital to providing high-quality customer service--here's why
3 maneras de convertir tu centro de llamadas en un centro de experiencia
Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers
Call center scripts: when and how to use them
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
Help desk o service desk: ¿qué más da el nombre?
Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs
Soporte ilimitado: cómo Zena Hirsch, ingeniera especializada de soporte de Vimeo, eleva el nivel de sus actividades
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.
Madurez de la administración del conocimiento: sugerencias para subir el nivel
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Más que un representante de atención al cliente: el trabajo de atención al cliente moderno
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
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
De administradores de contenido a colaboradores multidisciplinarios
La colaboración multidisciplinaria de los agentes en la empresa como verdaderos expertos en un tema los convierte en una pieza importante de la administración del conocimiento. Prepáralos para el éxito estableciendo los procesos adecuados.
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
These consumer contradictions mean AI opportunities in CX
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
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.
Solving your customer problems without causing more problems
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
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
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
Help your multilingual knowledge base thrive with AI
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Mejoramiento de la experiencia del agente con los espacios de trabajo contextuales
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Deja que los robots se encarguen: la relación IA-agente está en constante evolución
Las automatizaciones con IA pueden tener un impacto considerable en los agentes. Estos son algunos aspectos que hay que tener en cuenta al implementar los nuevos flujos de trabajo y aprovechar la tecnología para aumentar la productividad y la satisfacción de los agentes.
Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence
How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.