‘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.
Let the robots have those jobs—the evolving AI-agent relationship
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
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.
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Keep your knowledge base healthy with the newest innovations
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.
Introducing Guide Enterprise
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
Differentiate your brands with unique help center experiences
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
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.
The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
Agilyx partners with Zendesk to scale for size and international growth
Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service
What we’re learning from Answer Bot
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
Mortgage Coach’s fast, easy support with Zendesk Chat
Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base
Introducing Answer Bot
A a new way for customers to find the answers they seek even faster – introducing Answer Bot.
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
FAQ-page design: Be savvy about self-service
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
Machine learning: a new potential in customer service
Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning
Everything you need to know before launching your community
We all belong to communities. Some are small and intimate, like our families. Some are massive and managed digitally, like LinkedIn. Regardless of their shape or size, these