Xerox uses triggers and groups to support their workflow....
Oneplus
Learn how OnePlus standardized and streamlined its omnichannel support across its call centers with Zendesk....
Content management vs knowledge management —do businesses need to do both?
Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do. Content management and knowledge management are often used interchangeably. But distinguishing between the two is necessary, as businesses need both to streamline internal operations and establish consistency in their message. In a business sense, content and knowledge are different things. That’s why each require different processes, teams, and/or software to manage them. Knowledge is the abstract, tacit knowhow that lives within everyone who belongs to an organization—you can have explicit knowledge of things without necessarily translating that knowledge into an output. The output is typically what...
Continue reading
What is a help desk? Why is a help desk important?
What is a help desk? Why is a help desk important? What is the best help desk software? Your help desk questions, answered. Whether you’re an employee struggling to connect to the company VPN or a customer troubleshooting a product bug, there’s nothing more frustrating than not being able to get help from a business when you need it. In a time-challenged world, both customers and employees expect seamless support experiences that make them feel valued. A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external. But success requires more than simply having a help...
Continue reading
How to immediately improve your customer experience in 5 simple ways
Experts share the CX strategies that make a real difference. A lot of companies react to growth pressures by trimming their customer support budget. That may provide some quick breathing room, but it’s not a prudent long-term solution. After all, it’s cheaper to retain a customer than to acquire a new one. And when we polled consumers on what factors inspire the most brand loyalty, 57% cited good customer service, making it second only to price. Luckily, there are ways to invest in better customer service without ballooning the budget. Simple changes and small initiatives can have an outsized impact on the...
Continue reading
Improve customer loyalty and retention by focusing on relationships
Lasting loyalty can’t be bought—it has to be earned. Find out how it’s done. Customer loyalty vs. customer retention: What’s the difference? Customer retention means that a customer buys from you, but they don’t necessarily have a strong affinity for your brand. Customer loyalty means that a customer prefers your company, and if given the choice, they would choose your brand over another. How to increase customer retention Once you’ve gained a new customer, you need to convince them to stick around. Show them you’re committed to providing a good experience, and of course, being good humans. Here are a few ways...
Continue reading
3 essential customer service metrics you need to measure
What’s the best way to track how well we perform in customer service? Customer service metrics are valuable, but which ones do we rely on to effectively measure our success and guarantee that we’re making smart business decisions? What customer support metrics make a difference when it comes to ensuring customer satisfaction? Top three types of customer service metrics: Customer relationship metrics Agent performance and efficiency metrics Team performance and efficiency metrics You can learn all about them in Customer Service Metrics That Matter, our guide to getting the most out of your customer service metrics. How to measure customer service metrics A quick,...
Continue reading
How an omnichannel customer experience contact center works
Find out how an omnichannel customer experience can streamline your contact center operations and make life easier for both customers and agents. Digital communication has never been easier, nor more imperative. We can connect with remote coworkers over Zoom, chat with friends on Facebook Messenger, receive text updates about a food delivery, and ask Alexa to order more toilet paper. Meanwhile, many contact centers are still relying solely on phone and email for customer service. While those channels are still important, there’s a lot more that you can be doing to help your customers in this digital, distributed world. With...
Continue reading
Better customer analytics
Customer behaviour analytics refers to data sourced from the various touchpoints of customer relationships. Now, more than ever, the customer journey is complicated. Attempting to map out a customer’s journey might feel like a disjointed scavenger hunt. Of course, it doesn’t have to be. A modern customer behaviour analytic strategy should keep you on top of the big data that informs your support strategy, product roadmap, marketing campaigns and sales efforts. Here are 3 kinds of relevant behavioral analytics to look out for, and why they’re important for your business. Customer experience analytics Customer experience analytics can be harnessed...
Continue reading