Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.
It’s the blog post that you’ve anxiously been awaiting—Zendesk’s updates to its Terms and Policies!
Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?
With October coming to an end, here's a wrap-up of the new app integrations available on the Marketplace
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers
Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.
AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.
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.
Instant communication is the expectation when it comes to support, and when more than 53% of shoppers abandon their online purchase if they can’t find a quick answer, real-time communication in addition to traditional email support can help prevent customers from churning.
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.
It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
As with any profession, a customer support career path can movie in many different directions
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
