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Best Practices

Customer Support

Beyond “buy 10 get one free”: What is customer loyalty?

July 26, 2019
Best Practices Customer experience Customer service leadership Customer Support

What exactly does real customer loyalty look like? We asked CX practitioners and experts for their best tips for building customer loyalty.

Customer support executives and the many roles they must play

April 4, 2019
Customer service leadership Customer Support Operations

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

How to collaborate across teams to scale customer support

March 8, 2019
Customer experience Customer Support Operations Workflow

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

The path to a better customer service workflow

March 4, 2019
Customer experience Customer Support Workflow

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

Do you need a customer service BPO?

February 25, 2019
Customer experience Customer Support Operations

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Customer support vs customer service

February 7, 2019
Best Practices Customer experience Customer Support

While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two

Why AI will transform how customer service teams work

January 23, 2019
AI Customer Support Operations Proactive Support

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

5 types of difficult customers and how to help them

December 5, 2018
Best Practices Customer Support

No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone

Every ticket is a puzzle: One advocate’s drive to solve them

October 10, 2018
Agent experience Customer Support Interviews Support

Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.

How to satisfy customers using the right tone of voice

September 15, 2018
Best Practices Customer experience Customer Relationships Customer Support

Although 49% of customers didn’t consider any of the listed options as too casual, 35% felt that emoticons were too informal for customer support. Similarly, 26% said

How to create raving fans with legendary customer service

June 19, 2018
Best Practices Customer experience Customer Support

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and floored by the customer service they’ve received that they can’t stop telling everyone about it. Without going into a book analysis, the problem is clear: there can be two types of raving fans.

What is good customer service and does it really matter?

April 9, 2018
Best Practices Customer experience Customer Relationships Customer Support Research & Reports

With the help of Dimensional Research, we conducted a study to understand the value of good customer service. The results back up what we’ve been saying for a long time: providing great customer service can pay dividends that are far-reaching and long-lasting

What are your most important customer service objectives?

March 28, 2018
Customer service leadership Customer Support Team management

Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives

What if language wasn’t a barrier for customer support?

November 8, 2017
AI Apps and Integrations Apps Marketplace Customer Support Zendesk Products

With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents

What it’s like on the front lines of support

October 25, 2017
Agent experience Customer Support Support Zendesk Products

Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.

Chatbots for business: a new support standard

August 3, 2017
AI Customer Support Plugins Proactive Support

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window

FAQ-page design: Be savvy about self-service

June 23, 2017
Best Practices Customer experience Customer Support Guide Zendesk Products

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

How customer-centric is your organization?

May 23, 2017
CSAT Customer experience Customer Support

When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences

5 Things to do before you switch solutions

May 9, 2017
Customer service leadership Customer Support Operations

Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So why switch solutions? Because according to a recent study by Forrester, if the switch is to Zendesk, it’s worth it

3 ways to achieve better self-service

May 5, 2017
Customer Support Guide Knowledge Base and Self-Service Zendesk Products

Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

Four examples of good customer service

April 26, 2017
Customer experience Customer Support Research & Reports

What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?

The latest social media trend? Great customer service

April 26, 2017
Customer Support Omnichannel Customer Support Productivity

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

Why you must offer chat support

April 25, 2017
Chat Customer experience Customer Support Zendesk Products

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited

What is excellent customer service?

April 14, 2017
Customer service leadership Customer Support Team management

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

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