La ruta hacia un mejor sistema de trabajo de atención al cliente
Ya has hecho todo lo necesario para organizar un gran equipo de agentes excelentes. Ahora toca crear un proceso que les permita ofrecer a los clientes el mejor servicio de atención del que sean capaces
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.
Do you need a customer service BPO?
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
How to know when it’s time for omnichannel customer service
If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for
Good proactive engagement factors in privacy concerns
Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.
3 benefits of proactive engagement
Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve
Your customers are important–and so is their data
Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for
5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
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
Customer support vs customer service
While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two
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
Las 3 ventajas principales de un sandbox
Los desarrolladores utilizan los sandboxes desde los años 70. En aquel entonces, igual que ahora, estos entornos de programación controlados les permitían trabajar sin consecuencias para el mundo real.
3 soluciones inteligentes para los desafíos comunes de la atención al cliente
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
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
Las 5 preguntas que todo líder de TI debe hacerse sobre una plataforma de CRM
When IT leaders are deciding what they need out of a CRM platform, there are five important questions they need to ask
Por qué la IA transformará la manera en que trabajan los equipos de servicio de atención al cliente
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
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
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience
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.
5 questions to ask customers to improve your customer support
Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?
What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
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