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
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
They also bring lousy headlines. Hey, they can’t all be hits
After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.
As your support teams grow, here are some tips on how to optimize operations at scale
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
Вы уже создали сильную команду превосходных агентов. А теперь дайте им возможность реализовать свои способности в обслуживании клиентов.
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
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.
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
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
Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.
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