Customer support software

You don’t need to be a tech wizard to take full advantage of your customer service software. See how you can elevate your customer experience with tips and tricks from the people who know the software best.

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An overview of apps for startups Article

An overview of apps for startups

With the right apps, you can provide faster service and reduce customer effort. Get started with these app recommendations for startups.

3 hidden costs of Freshdesk: Why low license fees can be deceptive Article

3 hidden costs of Freshdesk: Why low license fees can be deceptive

Freshdesk says you’re saving money on their low license costs, but there are big trade offs to consider.

What do successful startups have in common? They prioritize CX Article

What do successful startups have in common? They prioritize CX

We studied over 4,000 startups to determine whether there was a connection between startup growth and CX investment. Spoiler alert: there was.

5 key things to consider when evaluating a messaging partner Article

5 key things to consider when evaluating a messaging partner

Business messaging is still new, which makes it challenging to know what to look for in a messaging partner. Here's what's important.

What everyone should know about integrated phone support Article

What everyone should know about integrated phone support

Unfortunately, most companies don’t have an integrated solution for phone support. It's time we shine a light onto phone support operations

Embracing change: Build, test, and adapt in a sandbox environment Article

Embracing change: Build, test, and adapt in a sandbox environment

The world will keep changing, and now is the time to embrace it. Change can be…

Use group messaging to deliver great customer experiences Article

Use group messaging to deliver great customer experiences

Multiple moving parts can come together like a well-oiled machine, and group messaging is quickly becoming the way to do just that.

What is call center software? Article

What is call center software?

Call center software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer and then deciding which ones you need most.

9 ticketing system tips for outstanding customer service Article

9 ticketing system tips for outstanding customer service

Customers expect fast response times from your support team. Here are tips for creating a ticketing system to streamline workflows and boost efficiency

Building the best mobile customer experience — do I need an app? Article

Building the best mobile customer experience — do I need an app?

Apps are a great way to retain customers, but it's important to flesh out a comprehensive mobile strategy across all touchpoints, like web and social media

What is a help desk? Article

What is a help desk?

A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external. Here's how it can benefit your business

We use self service to decrease ticket volume, and you can too Article

We use self service to decrease ticket volume, and you can too

Improving your self service content can help you decrease ticket volume in times of crisis and beyond. Follow these steps to identify impactful changes.

Answer Bot is here to help: Better comprehension, more languages, less effort Article

Answer Bot is here to help: Better comprehension, more languages, less effort

With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.

What is a mobile help desk? Article

What is a mobile help desk?

Mobile help desk software can give agents the tools they need to do their job from anywhere with an internet connection

The best knowledge management system examples Article

The best knowledge management system examples

Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop

What’s a BPO call center and what does it do? Article

What’s a BPO call center and what does it do?

If your business doesn’t have the bandwidth to adequately handle all your inbound and outbound calls, you may want to consider outsourcing. Read on to learn how a BPO call center can step in

The keys to excellent internal help desk management Article

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations around help desk response times.

10 basic strategies for creating & designing a knowledge base Article

10 basic strategies for creating & designing a knowledge base

Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple

Building great customer experiences with Zendesk and AWS Article

Building great customer experiences with Zendesk and AWS

With the combination of Zendesk’s applications and AWS’ powerful infrastructure, companies are empowered to create customer experiences that are more personalized, and intelligent

What is the CRM process? 5 key steps Article

What is the CRM process? 5 key steps

The CRM tool itself is what provides the data and functionalities your team needs to execute this strategy—and ultimately turn leads into customers