Self-Service Support: Are You Doing It Wrong?
Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company. However, when an interactive voice response (IVR) system is poorly designed, hard to use, or inefficient, irritated callers either transfer to an agent […]
Three Models for Customer Engagement
Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder Alexander, it really nails what Zendesk is all about: After so many years of bad customer support experiences, we wanted to give the world an opportunity to get great service experiences. From the receiving side, from the providing side, […]