Taking a journalistic approach to brand storytelling and integrated marketing content. There's a special place in my heart for documenting journeys on public transit.
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to help themselves with simple queries. But what happens next to ensure it remains a robust resource?
As companies rightly obsess over the experience they’re providing customers every step of the way, it’s clear that they should obsess equally over giving front-line employees the tools to deliver a brand vision.
[collaboration with post author, the subject matter expert] As companies invest in self-service and evolve into knowledge-centered organizations, they encounter a new set of issues: managing knowledge as content is used more widely across the business, in new and different contexts.
Our business relationships—the partnerships that help our businesses grow—can be a lot like our personal ones. There’s no single way to navigate the nuanced, sometimes choppy waters of any relationship, but there are some common characteristics, pitfalls, and communication techniques to help stay in sync for the long haul, whether you’re several years into your journey together or just embarking on it.
Living in the city in which “Muni humper” incidents polluted our transit experiences not once (the first we were tipped off was in 2009), not twice (2017), but three times (2017 the sequel), I’m more than a little wary of crotch-to-shoulder distance. I’m also more than a little wary, full stop.
There are as many skin types, hair textures, and budgets as there are products created to meet those needs. Anyone who’s ever felt overwhelmed by a trip down the cosmetics aisle, and left empty-handed or disappointed, can vouch for this.
No one has enough time or money to test every option—that is, not until Birchbox revolutionized the way beauty and skincare products are bought and sold with its “try-and-buy” sample-size subscription service.
Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy is a proven way to boost both the agent experience and the customer experience. Don’t believe us? Take it straight from Zendesk customers who’ve reaped and reported these benefits.
Rider Sharon alerted us to this initially startling, ultimately awesome dispatch and new installment of strange cargo on Muni. Fond of sketching fellow passengers on Muni, Sharon couldn’t have found a better subject that day—but San Francisco is always up for a curiosity challenge if you’re up for it.
[editing sample] It can be hard to predict, especially in the tech industry, the jobs and skills of tomorrow. Still, it’s possible to build a solid foundation in the meantime—especially for those honing widely applicable skills as front-line support agents. Take it from Leah Guest, whose training ground in Tier 1 support became a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk.
What do Mindy Kaling, self-care, and CRM platform software have in common? More than you think.
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI.
[Supporting content for the Zendesk global user conference, Zendesk Relate]
There’s a lot to keep top of mind when you’re traveling for business—coordinating with teammates, answering emails and texts, calling into meetings, and making it to the keynote on time. You’ve packed your conference clothes and studied some tips for making lasting professional connections, but there’s just one more thing to do: Keep your wits about you with these quick tips for staying safe and aware as you travel for work.
Musical instrument marketplace Reverb has gotten ahead of its customers’ needs by taking a truly omnichannel approach to customer service. With its emphasis on strong knowledge management practices—and enthusiasm for self-service innovations that underlie them—the team proves that technology and support professionals can make beautiful music together.
The warnings say robots are coming for our jobs, but it’s more accurate to say they—AI-supported automation, that is—are taking over tasks that should be automated anyway.
Taking the rote functions out of a customer service agent’s job is the perfect way to leverage AI, but support roles must evolve parallel with the technology.