Customer Support Blog

One in every 10 tickets drains 80 percent of your team's productivity. Discover common reasons for slow support ticket resolution that your AI can't solve.

Learn how digital transformation is driving customer experience through faster support, less friction, and smoother customer journeys.

Explore the best HIPAA-compliant outpatient connectivity solutions, including secure chat, cobrowsing, and telehealth platforms for protecting patient data.

Learn how to choose the best support ticket software for your business. Compare top platforms, and key features that drive global customer service teams.

The stakes have never been higher for support teams. A single negative customer support encounter can lead customers to move on. Given the significant influence of support teams on a company's financial success and reputation, it is imperative for organizations to constantly track customer service and improve the performance of their support agents. This involves identifying areas that require improvement, recognizing effective strategies, and celebrating good performance to ensure a positive impact on the company's bottom and top lines. This guide outlines the eight most important customer service KPIs to measure and improve and case studies showcasing three companies that did just that.

Net Promoter Score (NPS) helps companies navigate toward success by measuring satisfied customers. By measuring how likely customers are to recommend your product or service, NPS provides valuable insights that can guide improvements. Here's how 5 companies use NPS to improve their business:

Dealing with slow ticket support and resolutions is frustrating, to say the least. In fact, according to Zendesk’s CX Trends 2024, 73 percent of customers say that quick resolution time sits at the very top of their priority list. Hitting a target average ticket resolution time is the key to customer support and operational efficiency. Here’s how 4 companies improved theirs:

Dealing with a never-ending stream of support tickets is a common headache for many companies, wasting time and resources. But imagine cutting down that ticket volume significantly. In this post, 3 companies show you exactly how they did that.

It's hard to understand the impact cobrowsing software will really make. Below, see the unique quotes from G2 cobrowsing reviews about what it does for users.