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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.

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The paradox of channel choice 文章

The paradox of channel choice

It’s good to offer all support channels, but not all the time, and not everywhere

Making CX smarter and more personalized with Zendesk and AWS 文章

Making CX smarter and more personalized with Zendesk and AWS

We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming…

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

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.

Aligning operational metrics with your customer service goals 文章

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

How to keep that personal touch as your company grows 文章

How to keep that personal touch as your company grows

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

How to know when it’s time for omnichannel customer service 文章

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

Your customers are important–and so is their data 文章

Your customers are important–and so is their data

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

5 trends to uncover in your customer service data 文章

5 trends to uncover in your customer service data

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.