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New Zendesk research: how to go omnichannel Article

New Zendesk research: how to go omnichannel

We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

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.

Agents need cross-channel communication Article

Agents need cross-channel communication

Here's why omnichannel support for agents and customers is a necessity

The consequences of bad customer service Article

The consequences of bad customer service

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.

Agent education: 3 top priorities Article

Agent education: 3 top priorities

Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education

Optimizing the customer experience with Le Tote Article

Optimizing the customer experience with Le Tote

Delivering a seamless omnichannel customer experience is critical to increasing conversions and driving customer loyalty. Research…

Customer service world cup 2018 Article

Customer service world cup 2018

Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

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

An integration libation Article

An integration libation

Zendesk plus some great new apps are a recipe for a great cocktail

Take a customer-facing approach to your internal knowledge base Article

Take a customer-facing approach to your internal knowledge base

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.

A customer experience definition Article

A customer experience definition

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…

How to create raving fans with legendary customer service Article

How to create raving fans with legendary customer service

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers

Introducing Repeat Customer: A podcast about delivering excellent CX Article

Introducing Repeat Customer: A podcast about delivering excellent CX

Repeat Customer is a new podcast from Zendesk devoted to going behind the scenes of brands…

Support agents can improve the ecommerce experience Article

Support agents can improve the ecommerce experience

Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems

The 9 key call center metrics to transform your contact center Article

The 9 key call center metrics to transform your contact center

There are a few call center metrics that tell a broader story beyond the number. They…

Providing support on multiple channels in multiple languages Article

Providing support on multiple channels in multiple languages

Language doesn’t need to be a barrier in your efforts at going global

What is omnichannel customer service? Article

What is omnichannel customer service?

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

Collaborate across your ecosystem with Side Conversations Article

Collaborate across your ecosystem with Side Conversations

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.

Keep your knowledge base healthy with the newest innovations Article

Keep your knowledge base healthy with the newest innovations

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.