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Will your support team work from a central location or virtually? Article

Will your support team work from a central location or virtually?

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce

How self-service helps Reverb hit the right notes with customers Article

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.

Slack & Zendesk: The future of internal collaboration Article

Slack & Zendesk: The future of internal collaboration

See how Slack – one of the world’s most popular collaboration hubs – uses Zendesk internally…

What’s New at Zendesk: June 2018 – Europe Article

What’s New at Zendesk: June 2018 – Europe

We’re excited to announce a brand new product, a new plan for Zendesk Guide, and over…

What’s New at Zendesk: June 2018 – Asia Pacific Article

What’s New at Zendesk: June 2018 – Asia Pacific

We’re excited to announce a brand new product, a new plan for Zendesk Guide, and over…

6 keys to a successful ticket escalation process Article

6 keys to a successful ticket escalation process

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

The importance of customer service benchmarking Article

The importance of customer service benchmarking

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

Omnichannel vs. the other way Article

Omnichannel vs. the other way

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

Announcing the Zendesk and WhatsApp Integration Article

Announcing the Zendesk and WhatsApp Integration

We’re excited to announce the launch of our integration with WhatsApp Business Solution

What’s the haps with the apps? Article

What’s the haps with the apps?

We're closing out July with some great new apps

How to build customer loyalty with shipping Article

How to build customer loyalty with shipping

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.

3 of the best knowledge management examples Article

3 of the best knowledge management examples

Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.

Expert Series: How to drive more automated resolutions with Answer Bot Article

Expert Series: How to drive more automated resolutions with Answer Bot

As your agents continue to grow their expertise, how can you make sure that knowledge benefits…

When is it best to use chatbots vs. humans for customer service? Article

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

Start your omnichannel journey the right way Article

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

What to consider before you offer global support training Article

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

Expert series: Taking an innovative approach to phone support Article

Expert series: Taking an innovative approach to phone support

With the rise of AI, self-service and other innovations in customer service, the phone channel might…

Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

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

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Clean up your Zendesk Account

Do you have a growing or unorganized Zendesk in need of some spring cleaning? It happens…