Three customer support KPIs you need to track
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
See your business goals through by offering live chat
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.
Holiday retail and the omnichannel customer experience
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work. Putting an actionable strategy in place will ensure that your customers stay.
Guide the customer to the right channel
Support is often geared to the needs and capabilities of a company. It's time to put the customer first.
Admins are artists. Give them a better paintbrush
For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.
Reducing the stress of constant contact
Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.
Making the most of an NPS survey
What can an NPS survey tells you about your customer experience?
Be a better listener
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
Deliver a seamless online customer experience
In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers
How to build ideal workflows in Zendesk Support
Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow
Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)
This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.
Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)
This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.
Community Tip: How to improve feedback loops with automated peer reviews
Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script
Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA
This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues
Building your Zendesk workflow brick-by-brick
Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks
Tip of the week: A guide to Help Center for Web Portal users
This Zendesk Tip of the Week will help you transition from Web Portal to Help Center
Community Tip: How to set a reminder on a ticket
Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket
Tip of the week: Markdown embedded images
If you aren’t yet using a rich text editor in your Zendesk but you still want to embed images, this tip on markdown embedded images is perfect
All about the “About” custom ticket field
When the About field is set correctly, it allows you to categorize the topics your customers are asking questions about. This, in turn, can help speed up ticket
Tip of the week: Best practices for altering your custom ticket fields
This Zendesk Tip of the Week covers best practice for altering custom ticket fields in your Zendesk.