‘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.
고객 지원 업무에 로봇 활용—발전하는 인공지능(AI)과 상담원 관계
인공지능으로 지원되는 자동화로 상담원에게 큰 영향을 줄 수 있습니다. 다음은 생산성 및 상담원 만족도 향상을 위한 기술 활용과 새로운 워크플로 구현 시 염두에 두어야 할 몇 가지 사항입니다.
Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Relate Live: Transform your team, tech, and CX
Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live
From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership
Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support
Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Excellent customer service, excellent ROI
“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much
Highlighting your customer service capabilities
Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better
5 behaviors every leader should adopt to create better customer experiences
Good leadership paired with good company culture leads to happy employees
From the experts of Zen U: Optimize your views
We’re here to help you understand Zendesk better. With Zen U, you can participate in an interactive curriculum and learn from experts like Austin Hinz, one of our Zen U trainers. This November, we’re taking Zen U on the road
How customer service agents can think like memory athletes
In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about
Create and measure effortless customer experiences
It turns out the best way to retain your customer base is to simply meet their needs in the first place. In this Fine Tuning post, I’ll show you different ways you can use Zendesk to provide effortless experiences
Gartner Predicts 2016: Peering into the future of customer service
Anyone get that crystal ball they wanted for Christmas? Anyone? Me neither. Fortunately for those of us who still can’t see into the future, the CRM analysts at Gartner have put together
Fine Tuning: Capturing the right data to provide a more personalized customer experience
Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on capturing the right user data to provide a more personalized
A roadmap for corporate social responsibility
“No great thing is created suddenly.” That’s the principle behind the development of our community programs at Zendesk, which we’ll be talking about at SXSW on March 14
Is “make customers happy” a real business plan?
Sometimes, sticking to a predetermined plan isn’t really possible—and is possibly even dumb. At least that’s the case when the plan we are talking about is a
What we’ve learned about failure
It’s true that mistakes can be a great learning experience, but let’s be honest: Failure sucks. It feels terrible—even though in hindsight, we can usually recognize
Best books to step up your customer service game in 2015
2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard of on-demand support, and new innovations in mobile have
Writing Great Emails to Customers: Q&A with Leslie O’Flahavan
There’s no denying that the Internet and social media are changing the way we all communicate. The shift isn’t limited to personal conversations and mass media: Traditional companies are also
Happy Employees Means Happy Customers: Q&A with Dave Murray
Dave Murray will be joining Zendesk for a live webinar on August 19th. To prepare for the event, we talked with him about how employee happiness translates to customer happiness
Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha
Frank Pietrucha will be joining Zendesk for a live webinar on July 22nd. To prepare for the event, we talked with Frank about how to explain complicated concepts
What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher
Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with Rich about what hes learned about how agents and managers communicate with customers and with each other
Community tip: what metrics should you be tracking?
By keeping a close eye on your team’s current performance, you can start making adjustments to better serve your customers and provide quality service
3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell
Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with Ed about what hes learned about the customer experience from some of the worlds most-loved brands.