Teams | Collaboration | Customer Service | Project Management

April 2021

Why customer service matters for fintech startups

Personal finance is so important to consumers that more than a third of Americans review their checking account balance daily. Meanwhile, the rise in popularity of financial technology solutions, (fintech), means that more people than ever can make life-changing money moves with a tiny computer in their pockets. In fact, Fintech startups have a real opportunity to transform how customers engage with the global economy, but the stakes are high.

Self-service support: Why companies need it and how to do it right

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. This harmonious approach is important because 69 percent of customers want to resolve as many issues as possible on their own using self customer service options, according to the Zendesk Customer Experience Trends Report.

5 startup lessons from Alexis Ohanian of Reddit, Seven Seven Six

You could say that Alexis Ohanian, Reddit co-founder and founder of the venture capital firm Seven Seven Six, knows a thing or two about building startups. When we sat down with Ohanian for our CX Academy Live event, he shared his experience as an entrepreneur and the many lessons learned along the way—from his days responding to customer feedback emails at Reddit to his current role at Seven Seven Six helping the next generation of startups push forward.

Deliver better customer and employee experiences with Zendesk and Amazon AppFlow

In a world where the only constant is change, providing more personalized and efficient support for both your customers and employees is vital. But many companies are still learning how to leverage their data and draw insights for creating those kinds of next-generation experiences.

The most important customer service skills for 2021

The impacts of COVID-19 changed customer service for good. What started as a global health crisis became the accelerant in our transition to a truly digital-first world. Customers are online more than ever, with customer service taking center stage. Half of customers say customer experience is more important to them now compared to a year ago, according to our research, and 77 percent report being more loyal to a company that offers a positive customer experience if they have an issue.

Understanding enterprise chatbots: Why and how to use them for support

For busy customer service teams, every minute counts. So being able to save over 240 hours a month would count for a lot. And that’s exactly how much time customer service teams handling 20,000 support requests a month can save by using chatbots, according to Zendesk’s user data.

The benefits of being on Discord-how to provide great CX to communities

Last year, meeting up with friends looked a lot different. With everyone stuck at home during the pandemic, people were looking for a way to connect safely to do things together, and Discord’s popularity exploded. Originally built for people who wanted to communicate with friends around the world while they played video games, Discord has gained traction with a much wider community.

A complete guide to personalization in 2021

After a year of uncertainty caused by a global pandemic, people are craving the comforting embrace of familiarity—and they’re looking for it in all sorts of places. A 2020 study showed that customers only wanted to buy from the companies that knew them best. Seventy percent said they would do their holiday shopping exclusively with brands that personally understand them. Clearly, there’s a big reward to be had in personalizing customer experiences.

Creating an FAQ page? Here's what you need to know.

Self-service options aren’t just nice-to-haves for customers. They’re critical for creating the smooth, fast support experience today’s customers expect. Our Customer Experience Trends Report 2020 found that high-performing businesses were 76 percent more likely to provide self-service options—but only one-third of companies were offering any sort of self-service. That disconnect represented a missed opportunity for a majority of businesses.

What is CX and how has it changed in 2021?

Customer experience (CX) has always been integral to a company’s success, but its significance has grown considerably in the midst of the COVID-19 outbreak. According to the Zendesk Customer Experience Trends Report 2021, half of all customers say that CX is more important to them now than it was a year ago.