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.
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
De-stress the change management process
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
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.
옴니채널 고객 성공을 위한 Fullscript의 추천
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
데이터에 입각한 훌륭한 헬프 센터 구축 과정
훌륭한 셀프 서비스 지원의 중요성을 감안할 때, 기업은 훌륭한 셀프 서비스 지원 환경을 구축하기 위해 어떤 과정을 거쳐야 할까요? Zendesk 벤치마크에서 그 답을 찾았습니다.
Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
How a great customer experience comes from chat support
Live chat is one of the fastest and most personal ways to engage with customer service from afar. But that alone won’t define your customers’ experience - consider how they navigate the site, how they engage with support, and where they are on the customer journey.
Three customer support KPIs you need to track
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
See your business goals through by offering live chat
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.