Zendesk

Aug 29, 2018
2007
San Francisco, CA, USA
Jan 10, 2019   |  By Dave Dyson
The customer support agents in tier 1 provide general product support across one or more products. This includes things like helping customers set up their accounts, resolving billing issues, helping them understand how the product works, and any other help customers need to use the product.
Jan 8, 2019   |  By Tara Ramroop
Data shows that, for global businesses, providing support in multiple languages is well worth the effort. Nearly three quarters of people search online in their native language, which means that if you’re only communicating in English, for example, you’re probably losing customers and adding layers of inefficiencies for your agents.
Jan 4, 2019   |  By Julie Yee
Customers want personalized support, but they also want quick support. These are two needs that don’t always go hand-in-hand. When a customer reaches out for support, the agent typically needs a plethora of information to tailor the support to said customer. The agent might even need to reach out to different departments for added details.
Dec 27, 2018   |  By Eric Shen
We’re welcoming the new year with some great new apps to help you make the most of Zendesk!
Dec 19, 2018   |  By Andrew Gori
Offering omnichannel customer service is the core of any organization’s support strategy. But, in some cases it’s not possible for agents to do everything, and it’s critical that there is a plan in place for assigning agents to channels. There are two methodologies for channel assignment: a shared agent model and a dedicated one. In a shared model, agents handle some or all channels simultaneously. In a dedicated model, agents are focused on a single channel.
Jul 5, 2018   |  By Zendesk
Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it's all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service.
Jul 1, 2018   |  By Zendesk
What does a successful customer support team look and feel like? How can we manage delivering the best customer service while experiencing rapid growth the changes that come with it? What are the skills managers and agents need to better understand and support the agent experience?
Jul 1, 2018   |  By Zendesk
Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it's all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service.
Jun 1, 2018   |  By Zendesk
Uncover the true value of your customer support organization with the technology trends that matter most in 2017. A recent survey by Gatepoint Research finds that 51% of Gatepoint survey respondents stated their leadership team views customer service as a potential competitive advantage. However, uneven service continues to be the main cause of customer frustration.
Jun 1, 2018   |  By Zendesk
Win with fairness—strengthen your customer relationships
Jan 16, 2019   |  By Zendesk
Solve your customers’ problems even before they happen with Zendesk Connect.
Jan 7, 2019   |  By Zendesk
As your customer service team grows and your support operations become more complex, agents can get bogged down looking for the right productivity tools to use. With contextual workspaces, you can automatically surface the most relevant tools for solving the ticket at hand.
Dec 18, 2018   |  By Zendesk
Guide is designed to provide the best experience for possible and allow them to be as productive as possible.
Dec 7, 2018   |  By Zendesk
With Zendesk’s Collaboration add-on, agents can connect with the right people without leaving the ticket — making things smoother for both the agent and customer.
Nov 13, 2018   |  By Zendesk
Zendesk Explore provides analytics for businesses to measure and improve the entire customer experience.