The Customer Advocacy team at Zendesk noticed a spike in ticket volume in the summer of 2019. There’s no way we could have known that less than a year later we’d be in the midst of a global pandemic that has resulted in a surge in ticket volumes across a wide range of industries. As the situation continues to unfold, self service is emerging as a practical solution for customers and businesses alike.

If you are working from home for the first time, you may have needed some time to figure out what works best for you. However, when you’re asked to do this for the very first time in a limited timeframe, what do you do then? You turn to someone who has done this before, made mistakes and learned from them, and knows the best practices like the back of their hands.

In Part 1 of our two-part series, we discussed some important steps for better understanding your customers. Having a happy customer is one thing, but how do you go about creating a relationship with a customer where you both feel like each other’s champion?