How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers. To build that relationship, every person they interact with should be treated with

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.

It’s time to demystify ticket deflection and improve your deflection ratio

The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

We have a bevy of new ways to integrate with Zendesk. Among other things, these tools offer ease in inventory control, minimize repetition in support answers, and break down language barriers

While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking. Conversion tracking enables you to see how many of your 600 conversions were influenced by a chat and even which agent was involved

Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents

New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection

As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers

Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns. But what if an issue raised in a ticket in turn raises more questions

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible

Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

We’re a day late, sue us. All that matters is we’ve got another great round of integrations to help you make the most of Zendesk

We’re happy to report another milestone in Zendesk’s journey to help companies better communicate with their customers. Today we announced our recent acquisition of Outbound, and we welcome the entire Outbound team to the Zendesk family