Customer service trends

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

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What does customer service mean to you? Article

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

What’s your type? 4 types of customer service operations Article

What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided…

These consumer contradictions mean AI opportunities in CX Article

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 Article

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

3 benefits of proactive engagement Article

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 customer support and customer service work hand-in-hand Article

How customer support and customer service work hand-in-hand

Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.

How businesses can benefit from proactive messaging Article

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

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Google’s two-pronged plan to dominate consumer-to-business messaging

Google is rolling out the business app worldwide, while also adding the “message” button to business profiles in Google Maps on both Android and iOS — and it doesn't stop there.

Why AI will transform how customer service teams work Article

Why AI will transform how customer service teams work

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

Other vendors to consider for modern analytics and BI Article

Other vendors to consider for modern analytics and BI

While doing research for the 2018 Magic Quadrant for analytics and BI platforms, Gartner identified 33…

5 types of difficult customers and how to help them Article

5 types of difficult customers and how to help them

No matter how much time you spend delivering good customer service, it’s important to remember you…

Quantifying the business impact of customer service in Australia White Paper

Quantifying the business impact of customer service in Australia

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…

How MoviePass radically changed the movie theater customer experience Article

How MoviePass radically changed the movie theater customer experience

Repeat Customer podcast, episode 2 Movie theaters have been struggling against a tide of new digital…

How Google and Apple are mapping out business messaging Article

How Google and Apple are mapping out business messaging

Google's Business Messaging and Apple Business Chat are the latest spots on the messaging landscape, but how will they map out their strategies?

How AI assistants close the gaps in customer service Article

How AI assistants close the gaps in customer service

AI assistants are capable of quite a bit more than their living room responsibilities. In the…

Support your support with self-service Article

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge…

5 ways that AI is already benefitting the customer experience Article

5 ways that AI is already benefitting the customer experience

It's great news for businesses that there are already practical applications of AI, especially for the…

The importance of customer service benchmarking Article

The importance of customer service benchmarking

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

Announcing the Zendesk and WhatsApp Integration Article

Announcing the Zendesk and WhatsApp Integration

We’re excited to announce the launch of our integration with WhatsApp Business Solution

When is it best to use chatbots vs. humans for customer service? Article

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.