Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating
Be a better listener
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
Sharing customer feedback
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation? It could be the literal million-dollar question.
Agents need context to give personalized support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
Knowledge management is power—and empowering
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?
How to make room in agents’ schedules to lend a hand
It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities
Why there’s no substitute for IRL support
The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits
Meet multichannel demands with agile QA
As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity
Fantastic voyage: Customer journey mapping is well worth the effort
The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.
Are proactive chat scripts the answer?
How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?
Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Improve your support tickets with video
A well-done, just-the-right-length how-to video can yield big relief at one more problem off the table. Which is where our friends at Wistia come in
Keeping your word: the support SLA
A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?
First contact resolution: beacon of good support?
First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls
Customer service terms everyone should know
To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization
Taking the long view: agent life cycle
No matter the type of business, customer service agents are very often the first people customers and prospects speak with
You don’t always need call center scripts
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
Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents
Improve the agent experience for happier customers
In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies
Ticket deflection: the currency of self-service
New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection
Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
The art of the ticket escalation process
Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns. But what if an issue raised in a ticket in turn raises more questions
Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support