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

“Actions speak louder than words,” right? How you behave means more than what you say or what you look like. Turns out, this applies not just to people, but to sales, marketing, social media, and especially customer service management. In our latest Zendesk Benchmark report (released today), we decided to explore this idea by taking the time to look beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate classification for benchmarking customer service performance. The four types of customer service organizations Using a cluster analysis process, we grouped customer service...

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G Suite gains traction in the enterprise

Google’s G Suite business is gaining enormous traction among enterprise users. G Suite usage has more than doubled in the past year among large business customers. Today, there are more than 3 million paying companies that use G Suite. G Suite’s Gmail is already not used as input for ads personalization, and Google has decided to follow suit later this year in our free consumer Gmail service. Consumer Gmail content will not be used or scanned for any ads personalization after this change. This decision brings Gmail ads in line with how we personalize ads for other Google products. Ads shown...

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FAQ-page design: Be savvy about self-service

FAQ-page design: Be savvy about self-service Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to. But self-service is gaining steam—in fact, one Zendesk survey found that 67 percent of respondents actually prefer it, and 91 percent would use a knowledge center if it met their needs. At the heart of a sterling self-service offering? A killer FAQ page. Customers who’d rather help themselves will greet a well-designed FAQ page as a useful tool—and a welcome relief. With fewer tickets for agents to address, it’s aso a boon for efficiency...

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Google Glass is Apparently Still Around

Today, in its first update since September 2014, Google Glass got a “MyGlass” companion app update, some bug fixes and now supports Bluetooth. That means the new “XE23” version can now hook up mice, keyboards and other Bluetooth-enabled objects to their Glass device. The app update rolled out yesterday and, in an even bigger surprise, the firmware update for Glass came out today. So, Glass is alive? Well, yes, but it never really died. Despite seeming to go the way of the Dodo (you can’t buy it anymore and Google shut down the website in 2015), it never really left...

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Deliver a seamless online customer experience

You’re a busy support leader with a team to manage and KPIs to meet. Up and to the right is a series that focuses on simple, actionable tips you can use right now to meet your goals. We’ve all experienced that frustrating moment when you’re online and in dire need of help but there isn’t an easy way to get in contact with the company. It might be a “Contact Us” page buried in the page footer, a lengthy form requiring information that the company should already know, or simply an email address with no indication of when you’ll...

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Google Gives $1 Million Donation to Preserve LGBT History of Stonewall Inn

Google is donating $1 million to preserve an oral history of the 1969 Stonewall riots that were the groundbreaking moment for the LGBT rights movement. Sen. Chuck Schumer made the announcement on Sunday that Google.org, the company’s philanthropy branch, is donating the grant to the LGBT Community Center in New York City to start the project. Schumer says the purpose of the project is to spread the word and educate future generations about the Stonewall riots. “The purpose is to spread the word about the Stonewall uprising and the progress we have made as well as the distance we...

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How AI is shaping the latest customer support trends

What does the near future have in store for us? It looks full of self-driving cars, built-in curators for Netflix queues, and homes that know your temperature preferences better than you do. Artificial intelligence is likely to touch on every aspect of our lives, and there’s no telling what crazy innovations we’ll be seeing in the next decade. It’s difficult to be completely certain when it comes to artificial intelligence, but it’s a pretty safe bet that it will change the customer experience as we know it (and likely sooner than later). It’s telling that business leaders are placing...

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Google Hangouts adds iOS CallKit to make & receive calls from Apple’s built-in phone app

Google has updated its Hangouts messaging and voice calling app with support for Apple’s CallKit, the iOS 10 feature that enables VoIP services to use the iPhone’s built-in dialer and phone app to both make and receive calls. Once the new feature is enabled within Hangouts, users can initiate phone calls using the iPhone’s built-in Phone app or with Siri voice commands, and also receive incoming calls form Hangouts using the stock iOS call UI. You can enable CallKit support for Hangouts while navigating to Settings within the app and switch the toggle for “Answer on lock screen.” That will make...

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