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Tag: zendesk guide

Providing 24/7 customer support

Nowadays customers are becoming more and more demanding. Making business is also becoming increasingly international. It is not unusual that even a small company has customers all around the world. For example due to these factors it isn’t anymore enough to provide great customer service and support within business hours. What truly matters these days is your ability to offer 24/7 service and support to your customers. 24/7 support means a support service that is provided 24 hours a day and 7 days a week all year round. Businesses should ensure that they don’t allow geographical boundaries or time...

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How SEO can benefit your customer service

SEO, Search engine optimization,  isn’t it something your marketing department is always interested in? For long time that have been the case. New growing trend is to break walls between different departments. It has been noticed that collaboration between many kinds of teams is often very beneficial. Customer support team have a lot to give other teams and also the other way around. Example, customer support team can learn on marketing department how to advantage SEO better on customer servicing. People tend to prefer searching for solutions to their problems on Google or a company’s website first, before contacting...

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3 ways to improve your self-service

Self-service is a recent trend in the customer service nation. A majority of customers would rather figure things out on their own than reach out to a customer service representative. Because of this, companies are expanding their online self-service capabilities, in order to deliver the support experience that customers demand. Better availability of online self-service allows agent’s to use their time more efficiently, as they can spend more time where it’s truly needed. Online service can be described as a win-win situation. Customers experience less friction, and companies curb costs by deflecting agent-assisted interactions. Here are three ways you...

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How customers benefit from Zendesk Guide

Up to 73% of consumers say that they want the ability to solve issues on their own, which is why companies do their best to provide a customer experience that is tailored to self-service. Even so, there are surprisingly many businesses who admit that implementing self-service isn’t a top priority, or it’s something they just can’t get around to do. Companies who use Zendesk Guide for their self-service needs have reported benefits such as reduced operational cost, improved agent productivity, and increased customer satisfaction. For a better look into the benefits of self-service, here are three customer stories that...

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5 tips for designing a knowledge base

These days customers are getting more independent in solving problems on their own. In fact,  90% of consumers expect a self-service customer support portal from a brand or organisation. Offering a standard knowledge base portal isn’t enough though. The design of your knowledge base affects your customers’ experience with the brand. A messy design can easily make a bad impression. While designing your knowledge base, it’s important to keep simplicity and discoverability in mind. Here are five tips for creating a simple, intuitive and accessible knowledge base. 1. Keep content categories crips and clean The first thing about a...

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