The latest social media trend? Great customer service

April 26, 2017

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

Omnichannel customer service: what people really want

April 12, 2017

Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel

Multi-channel support expectations are growing

March 1, 2017

Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing

WeGoLook’s fearless multi-channel approach

February 8, 2017

When deciding which channels to roll out, “it comes down to what’s most appropriate for the customer, as well as their urgency and need,” Knoll explained

Taylor Stitch finds the perfect fit with a multichannel support solution from Zendesk

November 3, 2016

In February 2015, Taylor Stitch moved to Zendesk and now uses the Zendesk family of products—Zendesk Support, Zendesk Chat, and Zendesk Talk—for seamless support

The key to providing great multichannel support

October 14, 2016

Your customers have high expectations. They want to receive help quickly and—this is crucial—they expect a consistent experience across each communication channel, from email and phone to

Turn customer reviews and messages into conversations: introducing new Zendesk integrations

September 14, 2016

Provide integrated customer service on TrustPilot, Google Play, Amazon, and eBay with new Zendesk integrations

3 tips for transforming your call center into a profit center

September 14, 2016

Increasingly, customer service plays a part in more than just the post-purchase experience. Customers reach out with questions as they research products, read reviews, and consider making a purchase. But are your agents prepared to

Retailers: Is it time to perform a customer service audit?

August 31, 2016

Customer service—pre- or post-purchase—is a big part of the consumer experience. And it’s just when a customer has had a negative experience that customer service needs to be on par. Or better than

3 reasons retailers need an omnichannel customer service program

August 17, 2016

It’s no small job to help consumers transition between mobile devices, brick and mortar stores, the web, and back again. That’s why having the right omnichannel customer service program in place is

Taking the heavy lifting out of moving—and support

July 28, 2016

Living by an ‘innovate or die’ mentality, the founders of Dorm Room Movers adopted Zendesk early in their startup journey and today have built

Why RentMoola moved all support channels under one roof

June 9, 2016

We sat down with Laura Cowin, Manager, Customer Support, and her boss Ari to learn why a modern payment platform also requires modern, flexible, multi-channel support—including the good old fashioned phone

Retailers connect on all the right channels

March 25, 2016

Innovative brands know that some channels serve customers better than others. These retailers share why multi-channel support means choosing only the best channels for their customers

Sole Society’s chat team answers your SOS

July 2, 2015

From the top of your head to the soles of your feet, Sole Society makes it easy to look great. The ecommerce site provides high quality shoes and accessories at a reasonable price. Just click on SOS live chat to connect with a knowledgeable service agent.

Meeting customer expectations… at scale

April 8, 2015

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service

Talking social support: Q&A with Sprout Social

March 26, 2015

Deciding whether to offer customer service on social media, and how best to go about it, is not a discussion limited to support organizations. Great social care is the product of

How are you? I’m omnichannel

May 27, 2014

Omnichannel customer service, because we use a lot of channels

Bridging the omnichannel customer service gap [infographic]

November 26, 2013

As the holiday shopping season approaches, here’s some advice for retailers: mind the gap. A recent survey reveals there’s quite a big one between consumer expectations

2014: the year of omnichannel customer service

November 25, 2013

Consumers are becoming more comfortable interacting with companies via email, phone, in store, online chat, and social media, and as a result, they’re demanding a seamless and consistent approach across all those channels when it comes to customer service

Tip of the week: adding the feedback tab to your Facebook Page

January 7, 2013

With our current Facebook integration, you are able to capture both wall posts and private messages into tickets

Infographic: The High Expectations on Online Retailers to Provide Top-Notch Customer Service

December 8, 2011

Tis the season for jam-packed malls, aggressive shoppers, and Black Friday stampedes. Shopping in brack-and-mortar stores is a cut-throat game these days. It’s no wonder more consumers are turning to online retailers as a way to beat the holiday rush and peruse a wonderland of possible gifts in the safe confines of their homes or […]

Every Year, 1 Billion Tweets Diss Products. How Are You Managing Your Social Support?

July 19, 2011

If you’’re part of a company that still believes social media is just a phase that will blow over, DON’’T watch the YouTube video “Social Media Revolution 2” without first shooting yourself with a tranquilizer dart. You might have a deadly panic attack otherwise. It reels off a set of stunning statistics designed to […]

What Does Support in “Real Time” Actually Mean

April 20, 2011

Is ‘customer time’ the same as ‘company time’? If not, then the starting point of service expectation is already a compromise. Technology has condensed, reduced, and minimized the time we wait for an acknowledgement, resolution, or response from a company’s support team. And while the notion of receiving support in ‘real time’ is not that […]

Key Metrics to Measure for Social Media

March 8, 2011

Customers are using social media to talk about your brand, whether or not your company chooses to participate in the discussion. You know this. It’s why your have a company Facebook page and Twitter feed, where the chatter about your brand can be gratifying or cringe inducing. But how to make these conversations useful and […]