Taking a journalistic approach to brand storytelling and integrated marketing content. There's a special place in my heart for documenting our journeys on public transit.
[white paper resource behind a gate] Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.
Not all customers approach support interactions, or support platforms, in the same way. Omnichannel—one seamless approach to customer service driven by integrated support channels—is how we meet all of them where they are, wherever they are.
Organizational professionals say companies should try harder at sticking the landing when it comes to departing employees; that is, by striving to be a company that they remain proud of, evangelize, and possibly even return to someday.
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 lighting was great. The artwork behind you was surely good enough (or famous enough) to make this your new profile photo. Or, your bestie was in town and you were having a great time at the restaurant. And who else was going to document your new haircut, right out of the salon?
All fair points, but as their name implies, selfies are often composed at the expense of others. Here's how to stay on etiquette's good side while you're on the flip side of the cell phone camera.
[collaboration with post author, the subject matter expert] In order for customer service agents to enjoy high levels of satisfaction, as well as become more efficient and effective, they need the right knowledge, tools, and resources to support them. More and more, reaching those high levels of satisfaction means arming agents with a smart knowledge base.
The mullet has been a part of the cultural conversation for decades, often eliciting some ‘80s nostalgia or a chuckle. Today, according to one retail industry leader, the mullet is making its return—to the workplace. Not as a fashion choice, but as an apt business metaphor for what the customer experience should look like.
What’s that now?
Thea Selby, a tireless advocate for the art and artists that has defined her neighborhood for decades, tells us the backstory behind the Love in the Lower Haight neighborhood mural. This is as much a story about art as the constant regeneration that defines and redefines life in our city year after year.
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here's how to optimize a knowledge base for internal use.
With a skeleton of skyscrapers and L tracks, and a heart that beats (and breaks) for ketchup-free hot dogs and hometown sports teams, Chicago—nicknamed the “City of the Big Shoulders” feels like the urban Midwest personified. And there’s no better time to make its acquaintance than at The Future of CX: Chicago on July 12 at the Revel Fulton Market.
Nothing simmers more comfortably on our back burner than stuff we need to return to the store—which speaks volumes about those items’ relative importance to our lives. Whenever something doesn’t make the cut, there’s the promise of returned money or snagging something we’ll like better, and the satisfaction of checking an item off the to-do list. But chances are you still haven’t gotten around to that return and, truthfully, neither have I.
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different?
As energizing as it is to create a product and tell its story to the world, there’s also the monumental task of building a great customer experience on the back end—the actual technical backbone that keeps your business running smoothly. These days, providing “seamless customer experiences” is far more than a buzzy industry term—it’s a revenue-impacting imperative. But as important as it is, it’s usually not the raison d’être of a retail company.
But it is often the heart and soul of technology companies.
Some of you may remember Silly Pink Bunny, a sculpture by local artist Jeremy Fish, which held court in the Lower Haight until 2013. Jeremy joined us on the podcast to tell the story, in his own words, of the bunny’s evolution from a goofy pink (and occasionally peed-on) neighborhood fixture to the revered bronze bunny sculpture it is today.
A comprehensive knowledge base is an essential piece of the 21st-century support operation. But implementing it is just the first step—maintenance comes next.
The best way to maintain your knowledge base is by harvesting support agents’ collective knowledge—but they’re often swamped, and enabling their contributions can be a huge operational hurdle. Fortunately, you can easily capture content through the Zendesk Knowledge Capture app, which helps agents in three key ways:
Providing helpful ar...
[editing sample] “Querer é poder” is a Portuguese proverb that roughly translates to, “Where there’s a will, there’s a way.” It’s a phrase that Teresa Rosado-Sanna lives by in life and in her work at Zendesk, where she is a Spanish-speaking customer advocate.