Do People Really Need People? The Humans vs. Self-Service Kiosks
There’s a funny little dual occurrence that I’ve been witnessing lately. Just the other day I was at the airport, waiting to check-in on a flight. There were half a dozen or so people waiting to use...
View ArticleWould You Pay for Good Customer Service?
Ok, let’s just go there. There are lots of different ways to think about customer service, but at the end of the day, we all know what people really and truly care about: getting the job done as...
View ArticleSearch Analytics Takes Self-Service to Intelligent New Heights
Thanks to its speed and convenience, self-service is the easiest way to maximize customer satisfaction and support efficiency. In fact, 36% of customers of online businesses prefer finding their own...
View ArticleBuilding a strong self service customer community
Our very own JD Peterson, Vice President of Product Marketing, recently shot a video with Software Advice detailing how to create an effective self-service customer community. Self-service communities...
View ArticleTip of the week: your knowledge base
Besides providing your customers with many channels for reaching out to you for support, your Zendesk offers a way to empower them to answer their own questions using the resources in your knowledge...
View ArticleControl your self-service customer experience
Self-service can be an excellent option for your company and your consumers, but it’s important to first evaluate what benefit it brings, and for whom. It is amazing to be able to use your iPhone as a...
View ArticleClik here to view.
Infographic: instaservice – customer service gets speedy and social
With the rise of social media and the transformation to a sound-bite driven information society, instant gratification has become the norm. This also holds true in the world of customer service, as...
View ArticleClik here to view.
Infographic: improvements in search for more Intelligent self-service
Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if...
View ArticleKnowledge bases and forums: what’s the difference and does it matter?
Customers today expect to be able to come to your website and discover the information they’re seeking on their own and even to engage with their peers in your support community. These interactions can...
View ArticleClik here to view.
Customer DIY: web self-service anywhere, anytime
Fast customer service matters. A recent report showed 69% of customers surveyed attributed their good customer service experience to a quick resolution of their problem. Faster answers mean happier...
View ArticleThe next big thing in customer self-service: Help Center
Zendesk has always believed in the power of customer self-service. Over the years, we’ve added new self-service features, improved search, and introduced a mobile-optimized experience for your...
View ArticleClik here to view.
It’s about much more than a service. It’s about an experience.
At charity: water, our supporters are at the core of who we are. They make our work possible, and it’s important to us that we continually work to enhance their experience. We personally respond to...
View ArticleTip of the week: building a thriving Help Center
Customers want to help themselves. They are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. In a recent survey, 67%...
View ArticleClik here to view.
BetterCloud: better communities with Help Center
Our latest guest post was written by Eli Winderbaum, Operations and Community Manager at BetterCloud. Register for a live webinar on “Using Communities to Build Better Products” to learn more about how...
View ArticleDo you really need a technical writer?
You may already know you need a great knowledge base, but you also know how busy everyone in your organization is. Who’s going to take responsibility for keeping all that content up to date and and...
View ArticleNot-so-lonely planet: How to follow the sun and provide global support
The World Wide Web ain’t called World Wide for nothing. Customers can come from anywhere, and their support requests arrive any time, day or night, through the multitude of communication channels now...
View ArticleTip of the week: understanding your customers’ self-service experience
For the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your...
View ArticleClik here to view.
Ideas from CloudFlare: Help Center customization
There are many decisions behind Help Center customization and the design of a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom...
View ArticleTip of the week: fine-tuning your Help Center
So you’ve launched your Help Center, it’s looking great and you’re already seeing the benefits of offering self-service to your customers. What’s next? As the final part in our best practice series for...
View Article