Improve customer experience

When you focus on customer experience, you can boost the health of your business. Happier customers means a better bottom line.

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Three essential customer service metrics you need to measure Guide

Three essential customer service metrics you need to measure

What’s the best way to track how well we perform in customer service? Customer service metrics…

Proactive support: The right way to engage Article

Proactive support: The right way to engage

The importance of proactive support in an age of distrust Trust in institutions is at an…

Partners make the sun shine brighter Article

Partners make the sun shine brighter

Our partners are critical to our ecosystem and the success of our customers, and ultimately the experience of our customers’ customers

The how-to guide to omnichannel support Article

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations. But the…

Agility and the total cost of the customer experience White Paper

Agility and the total cost of the customer experience

Introduction Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.…

Customer service glossary Guide

Customer service glossary

The customer support business has its own vocabulary. Some of the words and phrases may be…

Your customer base is expanding—is your self-service scaling with it? White Paper

Your customer base is expanding—is your self-service scaling with it?

The start of a new chapter of your business, whether you’re moving upmarket or adding products…

How Sephora created a futuristic, omnichannel customer experience Article

How Sephora created a futuristic, omnichannel customer experience

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How live chat helps businesses and consumers White Paper

How live chat helps businesses and consumers

Shopping, paying bills, looking for information, getting advice, answering questions: If you do almost anything online…

The Zendesk Benchmark: how fast-growing digital natives can innovate and scale Article

The Zendesk Benchmark: how fast-growing digital natives can innovate and scale

Enterprise companies that have already adopted digital technology face a unique set of opportunities and challenges.…

The Zendesk Benchmark: how established companies win with digital transformation Article

The Zendesk Benchmark: how established companies win with digital transformation

When customers speak with companies, they want to do so with the same digital channels they…

Customer effort: Work it, so your agents and customers don’t have to Article

Customer effort: Work it, so your agents and customers don’t have to

iTunes grew from a simple idea: if you make it easy for people to buy and…

Getting started with Zendesk Guide: strategies and best practices Guide

Getting started with Zendesk Guide: strategies and best practices

Self-service is quickly becoming a need, rather than a nice-to-have, for businesses. To provide helpful self-service,…

Key benefits of integrated phone support White Paper

Key benefits of integrated phone support

Despite the rise of newer channels like social media and email, many customers still prefer the…

How to structure your customer support organization Guide

How to structure your customer support organization

What does a successful customer support team look and feel like? How can companies deliver good…

Implement a world-class customer service solution Guide

Implement a world-class customer service solution

The decision to deploy new customer support software heralds an exciting new chapter in a company’s…

The 16 customer service skills of great customer service agents Article

The 16 customer service skills of great customer service agents

Customer service involves much more than answering questions over the phone. Responding to tickets through email,…

Rethinking customer service skills for the new era of retail White Paper

Rethinking customer service skills for the new era of retail

Customer experience is a front-and-center variable in the retail industry’s ongoing evolution. While experience-focused leadership positions…

How Slack changed the way we work by putting the customer experience first Article

How Slack changed the way we work by putting the customer experience first

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Experts weigh in on tomorrow’s best CX practices Article

Experts weigh in on tomorrow’s best CX practices

Forget trends—customer service leaders are looking for smart approaches to support that have staying power. In…