Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
How Envoy builds apps 3x faster with a flexible CRM platform
Envoy, a Zendesk premier partner, shares how they quickly built an app for adding personalized touches to the customer experience, and did so with a flexible CRM platform
April showers bring a bounty of integrations
They also bring lousy headlines. Hey, they can’t all be hits
Keep it customer-centric: Self-service tips from Freshly
After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth
Customer experience is a team sport
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
De administradores de contenido a colaboradores multidisciplinarios
La colaboración multidisciplinaria de los agentes en la empresa como verdaderos expertos en un tema los convierte en una pieza importante de la administración del conocimiento. Prepáralos para el éxito estableciendo los procesos adecuados.
The integration party never stops
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
How to know when it’s time for omnichannel customer service
If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for
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
5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
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
Las 3 ventajas principales de un sandbox
Los desarrolladores utilizan los sandboxes desde los años 70. En aquel entonces, igual que ahora, estos entornos de programación controlados les permitían trabajar sin consecuencias para el mundo real.
How businesses can benefit from proactive messaging
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
3 soluciones inteligentes para los desafíos comunes de la atención al cliente
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
New year, new apps
Check out these great new apps. They’ll help you make the most of Zendesk and provide a great experience for your customers.
How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
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
Mejoramiento de la experiencia del agente con los espacios de trabajo contextuales
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Appy New Year!
We're welcoming the new year with some great new apps to help you make the most of Zendesk
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience