How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Enhancing the agent experience with contextual workspaces
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
What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
The integration constellation
Look to the skies, or just our apps marketplace, to learn about all the great new integrations
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.
Personalize your interactions: The customer context tools you need
Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.
What everyone should know about integrated phone support
Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?
Next stop: the integration station
With October coming to an end, here's a wrap-up of the new app integrations available on the Marketplace
Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
How Zendesk customers gain value with ticketing and real-time support
Instant communication is the expectation when it comes to support, and when more than 53% of shoppers abandon their online purchase if they can’t find a quick answer, real-time communication in addition to traditional email support can help prevent customers from churning.
Apoya a tu equipo de soporte con el autoservicio
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.
Nuevas aplicaciones en el Apps Marketplace
September brings us plenty of new app integrations
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
It’s national app month
No, that's not a holiday I made up just now
6 keys to ticket escalation
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Omnichannel vs. the other way
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
What’s the haps with the apps?
We're closing out July with some great new apps
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
New Zendesk research: how to go omnichannel
We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
An integration libation
Zendesk plus some great new apps are a recipe for a great cocktail
New Zendesk research: omnichannel and better support
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
Providing support on multiple channels in multiple languages
Language doesn’t need to be a barrier in your efforts at going global
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