Optimize your support solution: a checklist
Your customer support technology should evolve with you as your business scales and changes. Use these steps as a map.
3 top priorities in banking customer service
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits.
‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.
Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
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 don’t have the flexibility they need to interact with customers
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
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
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.
These consumer contradictions mean AI opportunities in CX
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
How to know when it’s time for omnichannel customer service
If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for
Good proactive engagement factors in privacy concerns
Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.
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
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
5 questions to ask customers to improve your customer support
Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?
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.
When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
A simple way to understand machine learning vs deep learning
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Zola marries passion for support with modern tools
Zola combines compassionate customer service with modern tools and technology
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.
How Freshly provides seamless, time-sensitive support
By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient
All about average handle time
A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.
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