Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
How Envoy builds apps 3x faster with a flexible CRM platform
Envoy, a Zendesk premier partner, shares how they quickly built an app for adding personalized touches to the customer experience, and did so with a flexible CRM platform
Keep it customer-centric: Self-service tips from Freshly
After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth
What does customer service mean to you?
Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them
De administradores de contenido a colaboradores multidisciplinarios
La colaboración multidisciplinaria de los agentes en la empresa como verdaderos expertos en un tema los convierte en una pieza importante de la administración del conocimiento. Prepáralos para el éxito estableciendo los procesos adecuados.
Customer support executives and the many roles they must play
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
How to collaborate across teams to scale customer support
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
These consumer contradictions mean AI opportunities in CX
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
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
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