Improve customer experience

When you focus on customer experience, you can boost the health of your business. Happier customers means a better bottom line.

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The sales, marketing, & support alignment handbook Article

The sales, marketing, & support alignment handbook

It’s no secret that many businesses have fractured relationships between sales, marketing, and support departments. With…

Customer service standards: why they’re important Guide

Customer service standards: why they’re important

Why are customer service standards so important? In an age of rising customer expectations—a time when…

How we improved self-service for our customers Article

How we improved self-service for our customers

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

Call center scripts: when and how to use them Article

Call center scripts: when and how to use them

Customer service reps are less engaged in their work when they use call center scripts that…

How Hinge muted the gamification of dating Podcast

How Hinge muted the gamification of dating

Repeat Customer podcast, Season 2, Episode 5 When dating app Hinge shifted its platform to mobile…

Use these maps to find great apps Article

Use these maps to find great apps

A new month means new Zendesk integrations

Help desk vs service desk: what’s in a name? Article

Help desk vs service desk: what’s in a name?

Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs

Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations Article

Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations

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.

How Shake Shack cooked up its cheeseburger experience Podcast

How Shake Shack cooked up its cheeseburger experience

Repeat Customer podcast, Season 2, Episode 4 Shake Shack‘s improbable rise from a hot-dog cart in…

Knowledge management maturity: Tips for leveling up Article

Knowledge management maturity: Tips for leveling up

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.

Internal customer service: How to improve the employee experience Guide

Internal customer service: How to improve the employee experience

Here’s a not-at-all revolutionary idea: Customers should be treated with dignity, patience, and respect. Everyone knows…

Infographic

Help customers help themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the…

Aligning operational metrics with your customer service goals Article

Aligning operational metrics with your customer service goals

We identify three customer service goals that companies can measure and the operational metrics they need to do so

CCW special report: knowledge management White Paper

CCW special report: knowledge management

The level your organization performs at can often depend on how effective your knowledge management system…

More than just a rep—the modern customer service job Article

More than just a rep—the modern customer service job

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Why support advocates should never fear the banana Article

Why support advocates should never fear the banana

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

Customer expectations: how to meet rising demands Guide

Customer expectations: how to meet rising demands

Customer expectations have never been higher: recent data indicates that 65% of customers expect service to…

The top 3 challenges facing direct to consumer retailers (D2C) White Paper

The top 3 challenges facing direct to consumer retailers (D2C)

Here’s a common scenario: Someone starts waking up every day feeling like a zombie; they begin…

How Disney reimagined the cruise experience Podcast

How Disney reimagined the cruise experience

Repeat Customer podcast, Season 2, Episode 3 When Disney decided to enter the cruise industry in…

How Envoy builds apps 3x faster with a flexible CRM platform Article

How Envoy builds apps 3x faster with a flexible CRM platform

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