The data-driven path to building a great help center
Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.
Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
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.
Three customer support KPIs you need to track
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
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.
Holiday retail and the omnichannel customer experience
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work. Putting an actionable strategy in place will ensure that your customers stay.
Tip of the Week: Auto-assigning Tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or agents, in your account. It also describes how tickets from one end-user or organization can be sent by default to the same agent. Why would you want to route tickets to one agent or one group of agents? Some […]
Guide the customer to the right channel
Support is often geared to the needs and capabilities of a company. It's time to put the customer first.
Time to tackle your ticket backlog
A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it.
Admins are artists. Give them a better paintbrush
For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.
Reducing the stress of constant contact
Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.
Making the most of an NPS survey
What can an NPS survey tells you about your customer experience?
5 benefits of turning know-how into knowledge
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Be a better listener
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
Make self-service easy with the Web Widget
Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need
Grow the bottom line by building trust
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
5 best practices for designing a knowledge base
Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple.
Deliver a seamless online customer experience
In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers
How to be human while collecting customer data
Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible