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
3 smart solutions to common customer service challenges
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
Bite Squad perfects orders with smart, personalized support
The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.
Onboarding a business process outsourcer? Follow the four “Ts”
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers
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.
Using a smart knowledge base to unlock agent potential
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
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.
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
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
5 qualities of the perfect customer service employee
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for the role of customer support agent, while others don’t. So what is it that makes these “perfect” individuals different? What are the traits that make them the ideal candidates
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
6 keys to ticket escalation
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
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
A simple way to understand machine learning vs deep learning
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.
What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
A customer experience definition
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.
Support agents can improve the ecommerce experience
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
The 9 key call center metrics to transform your contact center
There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
International relations 101: The keys to multilingual support success
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
How Freshly provides seamless, time-sensitive support
By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient