The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
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
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
What everyone should know about integrated phone support
Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?
An integration libation
Zendesk plus some great new apps are a recipe for a great cocktail
The 9 key call center metrics to transform your contact center
There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Zola marries passion for support with modern tools
Zola combines compassionate customer service with modern tools and technology
All about average handle time
A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.
Hold the line—your new hold music has arrived
At long last, the winning track from our hold music contest is here. Perhaps you thought we were holding out on you. When we asked you to hold your horses back in December, you might have
Text support: get it right the first time
Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.
Next stop: the integration station
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.
Admins are artists. Give them a better paintbrush
For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.
Build a contact center with Talk Enterprise
With Talk Enterprise, we aim to give you the tools and hands-on support you need to build a contact center easily.
Introducing Textback, born in our hackathon
Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.
How Allbirds’ customer service is taking flight
Allbirds partnered with Zendesk for their customer service software when they first launched
For FabFitFun, subscriber growth means scaling up customer service
With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth
Multichannel customer service, made-to-order
“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality
6 Reasons why every call center should use an integrated ticketing system
Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone
Huckberry explores speedier support with SMS messaging
Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support
On hold no more: top 5 benefits of a callback service
No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]
5 tips for training call center agents
Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone
Boosting call center customer satisfaction
If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call