Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
Zola marries passion for support with modern tools
Zola combines compassionate customer service with modern tools and technology
Fullscript’s prescription for omnichannel customer success
With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution
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.
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.
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.
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.
Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)
This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.
Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)
This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.
Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA
This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues
Tip of the week: A guide to Help Center for Web Portal users
This Zendesk Tip of the Week will help you transition from Web Portal to Help Center
Community Tip: How to set a reminder on a ticket
Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket
Tip of the week: Markdown embedded images
If you aren’t yet using a rich text editor in your Zendesk but you still want to embed images, this tip on markdown embedded images is perfect
Community Tip: Connect Zendesk with multiple project boards in MeisterTask
Using the MeisterTask integration you can connect your Zendesk account with a project board in MeisterTask to create an efficient communication channel
Play nicely in the ticket queue using the Play button or Guided mode
Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important as teams expand and share workload across multiple global offices. That’s why, here at Zendesk, we implemented a Play button-centered workflow
Streamline your Zendesk notifications for effective team communication
We’re often asked how to optimize Zendesk notifications to ensure that both customers and your support team aren’t overwhelmed. Today, I’ll walk you through my steps for auditing your notification strategy
Community Tip: 3 ways to get the most out of Zendesk’s Pathfinder app
Get the most out of Zendesk’s Pathfinder app with this Community Tip from James Baldwin of Change.org
Get out your gardening tools—how to clean up your users, groups, and organizations
Getting your hands dirty, in the weeds, isn’t always fun, but it’s an important maintenance task to help ensure workflows are optimized for agents spending their day in Zendesk
Tip of the Week: What to expect when rolling out Satisfaction Prediction
Satisfaction prediction has the potential to change the way your team processes customer support requests. See what to expect as an advocate and as a manger in this Tip of the Week
Community Tip: Set up Zendesk ticket threshold notifications for email and Slack
Notifications are incredibly helpful and can offer instant business insight, but everyone knows they quickly become bothersome if you’re getting too many at a time. The answer to this conundrum is simple