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
Improvements to Zendesk’s terms and policies
We are excited to announce new updates to our customer-facing terms and policies
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.
L'evoluzione della gestione dei contenuti: suggerimenti per incrementare la qualità
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
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
April showers bring a bounty of integrations
They also bring lousy headlines. Hey, they can’t all be hits
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
Customer experience is a team sport
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
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.
The integration party never stops
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
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
Integration anticipation
I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for
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.
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
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
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.
Solving your customer problems without causing more problems
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
The top 3 benefits of a sandbox
Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.
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
3 soluzioni intelligenti per le più comuni problematiche del servizio clienti
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
New year, new apps
Check out these great new apps. They’ll help you make the most of Zendesk and provide a great experience for your customers.