Three ways an AI-powered knowledge base changes the game
If long-term predictions about artificial intelligence bear out, the way we work will soon be upended in ways not seen since the Industrial Revolution—but in the meantime, AI is already helping humans work better and smarter. And in customer service, AI stands to help support teams emphasize that most human of skills, empathy—a trait that […]
3 ways to turn your call center into an experience center
Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers
How The Groomsman Suit offers tailored customer love, at scale
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
How we improved self-service for our customers
By improving our own customer service offerings, we aim to learn best practices we can pass along to our customers that enable them to do the same
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
Help desk vs service desk: what’s in a name?
Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs
무제한 지원: Vimeo의 전담 지원 엔지니어인 Zena Hirsch가 운영을 최고 수준으로 끌어올리는 방법
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.
지식관리 성숙도 향상을 위한 팁
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
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
Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
How Envoy builds apps 3x faster with a flexible CRM platform
Envoy, a Zendesk premier partner, shares how they quickly built an app for adding personalized touches to the customer experience, and did so with a flexible CRM platform
Keep it customer-centric: Self-service tips from Freshly
After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth
What does customer service mean to you?
Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them
From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
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
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.
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
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
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 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?
더 나은 고객 서비스 워크플로를 향한 길
훌륭한 상담원으로 구성된 강력한 지원팀을 성공적으로 구축하셨습니다. 이제 그들이 최고의 고객 서비스를 제공할 수 있도록 역량을 강화하세요.
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
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