Latest stories Page 19
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
Delivering a seamless omnichannel customer experience is critical to increasing conversions and driving customer loyalty. Research…
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…
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
Repeat Customer is a new podcast from Zendesk devoted to going behind the scenes of brands…
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
There are a few call center metrics that tell a broader story beyond the number. They…
Language doesn’t need to be a barrier in your efforts at going global
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.