zendesk Archives - Page 7 of 8

Building a support operations team

April 4, 2018April 14, 2021

During company growth and rapid change, it is important to keep delivering exceptional customer service. The key for doing this is very often providing operational support to your customer support team. Your agents might be great at customer service, but this doesn’t mean they can do everything. They will eventually need support, especially if your company is growing. When the time is right, you bring in support operations: a team of experts whose job is to provide agents with the tools they need to do their job. Determining the exact time to do this can be difficult. How can...

Get more conversions with chat

April 2, 2018April 14, 2021

According to Zendesk, adding live chat can increase website conversion rates by 29 percent. In addition, it’s possible to further optimize chat channels and increase conversions with chat conversion tracking. Conversion tracking allows you to see how many of your conversions were affected by chat and even which agent was involved. Chat analytics allows you to meet your customer needs more effectively and increase sales. Here are four things that are improved by conversion tracking. Defining and tracking goals Zendesk Chat allows for chat conversion tracking, which helps you track chats that influenced a customer and helped them complete...

4 Tips for improving support

March 29, 2018April 14, 2021

Solving customer problems can feel like having superpowers. Not all heroes wear capes, but it would be nice to gift capes to customer support agents. To sharpen your customer support superpowers, here are four tips to keep in mind when offering customer support. Make a good first impression Making a good first impression is always important. When your customers contact you, the way you respond could be their first or only impression of your company and brand. If the customers have a bad experience, they are likely to get a negative view of your company. Zendesk says their brand...

3 ways to improve your self-service

March 27, 2018April 14, 2021

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...

How customers benefit from Zendesk Guide

March 23, 2018April 14, 2021

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...

What you should know about omnichannel customer service

March 19, 2018April 14, 2021

New or smaller businesses often face a puzzle when thinking about channel selection. The number of communication channels available can feel overwhelming. The most obvious choice might be to choose one, maybe two, channels and handle all customer contacts through them. Unfortunately nowadays it’s not longer enough. Customers require businesses to provide a seamless experience as they move between channels and interact with your brand in-store, on your website, mobile app or with your call center. Customers expect a seamless and consistent approach across all those channels. They are becoming more comfortable interacting with companies across a growing number of...

5 Business goals that benefit from live chat

March 16, 2018April 14, 2021

Offering customers live chat will often require some balancing. Different stakeholders will have different views as to where it offers the best value. Support might want to keep it focused on the customer experience, while sales might see it as a tool for increasing conversions. Ultimately it’s up to the support manager to determine how live chat would be best used to support the company’s goals. This capability for instantaneous communication can have a fast and significant effect on your business goals. This is why it’s crucial that your live chat goals align with your business objectives. Here...

Becoming customer service leader

March 15, 2018April 14, 2021

Nowadays customer service softwares, like Zendesk, collect more and more data on customers and also customer service agents. But what you should do all of this data? You can’t just to quantify and measure your efforts – you must do something worthwhile with the data and always be thinking about how to make the most out of your data. Zendesk recently organized “Raising the Bar” webinar where Cyrus Dorosti, Support Director at Optimizely, had a great quote: “It’s not about which metric you use, but how you use it.” This is especially true in customer service. There are lots...

Why Zendesk?

March 15, 2018April 14, 2021

If you have customers, you need Zendesk. Over 300 million people around the world receive support from Zendesk-powered customer service departments and help desks. Even though average industry ratings for customer service are low, Zendesk customers experience positive ratings for over 86% of their interactions. This is the Zendesk difference. Zendesk is not just another help desk tool. It is the easiest and fastest way for creating great customer service. This unique way of customer service comes down to three things, product, people and practice. Simply put, Zendesk offers industry-leading products, great people and the best practices for improving...

Tag: zendesk

Building a support operations team

Get more conversions with chat

4 Tips for improving support

3 ways to improve your self-service

How customers benefit from Zendesk Guide

What you should know about omnichannel customer service

5 Business goals that benefit from live chat

Becoming customer service leader

Why Zendesk?

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