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.
The path to a better customer service workflow
You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.
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
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
5 questions every IT leader should ask of their CRM platform
When IT leaders are deciding what they need out of a CRM platform, there are five important questions they need to ask
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
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience
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
4 surprising findings on big companies and customer support
Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.
5 ways that AI is already benefitting the customer experience
It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.
Proven tips for retailers to make the most of this holiday shopping season
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy
How to satisfy customers using the right tone of voice
Although 49% of customers didn’t consider any of the listed options as too casual, 35% felt that emoticons were too informal for customer support. Similarly, 26% said
The importance of customer service benchmarking
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
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
We’re excited to announce the launch of our integration with WhatsApp Business Solution
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.
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
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
Customer service world cup 2018
Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country