How a great customer experience comes from chat support
Live chat is one of the fastest and most personal ways to engage with customer service from afar. But that alone won’t define your customers’ experience - consider how they navigate the site, how they engage with support, and where they are on the customer journey.
See your business goals through by offering live chat
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.
We’ve got plenty of new apps that will help you ensure your customers experience the best support possible
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
Understanding bot abilities—and limitations
The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.
Did somebody say… new integrations?
Let's take a look at some great new integrations designed to improve and extend your use of Zendesk with new integrations for November 2017
The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
New additions to the Apps Marketplace
Check out these new integrations, all designed to help you provide great support and get the most out of Zendesk
Pain points of live chat and how to solve them
With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.
Mortgage Coach’s fast, easy support with Zendesk Chat
Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base
Scaling real-time communication
El aumento de las expectativas de comunicación en tiempo real convierte en indispensables los canales de chat en vivo y mensajería para quienes desean ofrecer un servicio de atención al cliente excelente.
Increase useful live chat requests on your website
Let’s look at some of the most efficient ways to increase live chat engagement on your site
Are proactive chat scripts the answer?
How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?
Live chat vs. phone support
Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.
The benefits of proactive chat
The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool
For FabFitFun, subscriber growth means scaling up customer service
With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth
Multichannel customer service, made-to-order
“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality
Increase conversions with chat
While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking. Conversion tracking enables you to see how many of your 600 conversions were influenced by a chat and even which agent was involved
Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents
Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about
Why you must offer chat support
It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited
Huckberry explores speedier support with SMS messaging
Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support