As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits.
Learn about some great new apps to help improve and extend your Zendesk experience
There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale.
Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.
There are some basics to think about when it comes to using data to improve operations across multiple channels.
The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more.
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Duet is a “super seat” that gives users access to both Sell and Support, enabling sales and support reps to take advantage of the customer data flow between them
AI-powered knowledge bases have become vital to providing high-quality customer service--here's why
Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
By improving our own customer service offerings, we aim to learn best practices we can pass along to our customers that enable them to do the same
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
We are excited to announce new updates to our customer-facing terms and policies
Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
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.
We identify three customer service goals that companies can measure and the metrics they need to do so
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
