Customer support executives and the many roles they must play
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
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
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?
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
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
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
4 surprising findings on big companies and customer support
Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.
Every ticket is a puzzle: One advocate’s drive to solve them
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.
What if language wasn’t a barrier for customer support?
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
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
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
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?
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
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
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
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
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
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?
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
Advocate Spotlight on Tier 3: Bringing a hive mentality to work
Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one
What is good customer service and does it really matter?
With the help of Dimensional Research, we conducted a study to understand the value of good customer service. The results back up what weve been saying for a long time: providing great customer service can pay dividends that are far-reaching and long-lasting
How to improve customer service: align the company with shared goals
As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat
What are your most important customer service objectives?
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
Uncover the value of support: 3 ways to combat customer frustration
If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations