Article

Latest stories Page 13

3 benefits of proactive engagement Article

3 benefits of proactive engagement

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

The Zendesk Benchmark: customer experience trends how-to guide Article

The Zendesk Benchmark: customer experience trends how-to guide

Your customers are comparing you to the best customer experience they’ve ever had—every time. It’s a…

The Zendesk Benchmark: 2019 customer experience trends Article

The Zendesk Benchmark: 2019 customer experience trends

Get your personalized Customer Support Performance Report Card here. Your customers are comparing you to the…

Your customers are important–and so is their data Article

Your customers are important–and so is their data

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

5 trends to uncover in your customer service data Article

5 trends to uncover in your customer service data

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

Solving your customer problems without causing more problems Article

Solving your customer problems without causing more problems

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

How customer support and customer service work hand-in-hand Article

How customer support and customer service work hand-in-hand

Customer support helps users troubleshoot and optimize their use of a product—knowing how it connects to customer service can be a boon for business.

4 tips for springboarding from Tier 1 support Article

4 tips for springboarding from Tier 1 support

See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk

Innovate, explore and onboard with a sandbox Article

Innovate, explore and onboard with a sandbox

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

How businesses can benefit from proactive messaging Article

How businesses can benefit from proactive messaging

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

3 smart solutions to common customer service challenges Article

3 smart solutions to common customer service challenges

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

New year, new apps Article

New year, new apps

Check out these great new apps. They’ll help you make the most of Zendesk and provide a great experience for your customers.

Employees are customers, too: why building a better internal help desk matters Article

Employees are customers, too: why building a better internal help desk matters

Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success

5 questions every IT leader should ask of their CRM platform Article

5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need out of a CRM platform, there are five…

Why AI will transform how customer service teams work Article

Why AI will transform how customer service teams work

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

Sales pipeline management: A 7-step plan Article

Sales pipeline management: A 7-step plan

The basic idea of sales pipeline management is to estimate the upcoming sales you’re aiming to…

5 fun facts about omnichannel support Infographic

5 fun facts about omnichannel support

Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…

How to structure product support Article

How to structure product support

Preparing agents and triaging tickets are especially important when it comes to structuring product support

Help your multilingual knowledge base thrive with AI Article

Help your multilingual knowledge base thrive with AI

With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI

Enhancing the agent experience with contextual workspaces Article

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