Archives livres blancs
The On-Call Survival Guide - Best Practices for Being On-Call
Our internal incident response documentation is something we’ve built up over the last few years as we’ve learned from our mistakes. It details the best practices of our process, from how to prepare new employees for on-call re...
DevOps for the Enterprise
Nearly half of enterprises have already begun adopting DevOps, and most of the remainder have plans to do so. If your organization doesn’t make the shift to DevOps, it risks being disrupted by others that achieve greater agilit...
Data-Driven DevOps
If you’re an IT manager, you know the power of good data. It’s the lifeblood of complex systems. The question is, how deeply does your data influence your decisions? In this whitepaper, we argue that the way to establish the mo...
6 Tips for building a thriving help center
Customers are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. Years of research by ICMI has confirmed that customers prefer to resolve issues ...
Your guide to omnichannel support
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). This poses a challenge to most busines...
Scale your business with Self-service
The start of a new chapter of your business, whether you're moving upmarket or adding products and features, is a great time to scale your customer service operations in a smart way. We know customers prefer self-service, via a...
Cultivating customer loyalty by supporting choice making
Every customer likes to choose from a wide array of options, right? Well, maybe not. Behavioural scientists have been researching consumer choice making for decades. And the results indicate that it isn’t quite that simple. In ...
Rapport Magic Quadrant 2018 de Gartner consacré aux centres CRM d’engagement client
Dans le rapport 2018, Zendesk se place encore une fois dans le quadrant des leaders. Pour nous, cela reflète la réussite de nos 125 000 clients, qui incluent de grandes entreprises comme Airbnb, Tesco et l'Université du Tenness...
Le retour sur investissement de l’assistance omnicanal
Il est de plus en plus courant de fournir l’assistance sur plusieurs canaux car les entreprises sont à la recherche de nouveaux moyens d’améliorer l’expérience client. Selon Aberdeen Group, le nombre de canaux que les entrepris...
Développer la loyauté des clients en leur proposant des choix
Tous les clients aiment pouvoir choisir parmi un large éventail d’options pour résoudre leur problème, n’est-ce pas ? Eh bien, peut-être pas. Les spécialistes du comportement étudient le choix du consommateur depuis des décenni...