Support Driven Blog

How to optimise your macros usage in Zendesk

Hi all! 👋 I am very happy to proceed with my series of Zendesk optimization posts. You can find previous ones about general Zendesk setup, ultimate optimization checklist, ideal KPI system, and excellent ticket categorization. This very post is based on those posts'...

Making the Business Case for Frameworks in Customer Support

Making the Business Case for Frameworks in Customer Support

The best customer experience leaders stay on top of emerging ideas in customer support frameworks, but making the case to shift strategies or invest in implementing them is a different story. Turn ideas into reality with tactics to get buy-in from leadership and a tactical plan to start implementing 2021’s anticipated CX trends.

Proactivity in Customer Support

Proactivity in Customer Support

Good customer support reactively answers questions quickly, accurately, and efficiently, but great customer support both anticipates and answers customer questions before they arise and leads customers to where they should be headed next.