Customer Service Blog | Swifteq

Best practices for building and using Zendesk macros

Nouran Smogluk

Feb 21, 20237 min read

Best practices for building and using Zendesk macros

Zendesk macros can supercharge your customer support team’s efficiency when used correctly. Learn the five best practices for mastering them

How to implement Knowledge-Centered Service (KCS) in Zendesk

Nouran Smogluk

Jan 31, 20238 min read

Knowledge Management

How to implement Knowledge-Centered Service (KCS) in Zendesk

Getting started with Knowledge-Centered Service (KCS) is easy when your support team uses Zendesk. This detailed guide shares everything you

How to get started with Knowledge-Centered Service (KCS)

Catherine Heath

Jan 23, 20238 min read

Knowledge Management

How to get started with Knowledge-Centered Service (KCS)

In this post we dive deep into how the KCS methodology works and how to get started using a Knowledge-Centered approach to Customer Support.

Setting up your Zendesk platform to do more with less

Craig Stoss

Dec 21, 20228 min read

Zendesk

Setting up your Zendesk platform to do more with less

We explore some powerful features that will help you set up your Zendesk platform to do more with less.

8 Zendesk Chrome Extensions to Boost your Productivity in 2024

Sorin Alupoaie

Dec 14, 20226 min read

Zendesk

8 Zendesk Chrome Extensions to Boost your Productivity in 2024

Why you should consider downloading a Zendesk Chrome Extension as well as eight super Zendesk Chrome extensions to boost your productivity i

How to optimize Zendesk to handle high ticket volumes

Sorin Alupoaie

Dec 9, 20224 min read

Zendesk

How to optimize Zendesk to handle high ticket volumes

What Zendesk optimizations you can do to help your team handling a large volume of tickets whenever the next busy season rolls around.

How to build a successful customer support knowledge base: 6 tips

Sorin Alupoaie

Dec 2, 20224 min read

Knowledge Management

How to build a successful customer support knowledge base: 6 tips

Tips to help you build a knowledge base that does a great job at helping customers.

A business case to increase investment in your knowledge base

Nouran Smogluk

Nov 30, 20227 min read

Knowledge Management

A business case to increase investment in your knowledge base

In this article, we present four ways investing in a knowledge base will positively impact a business.

Using a prioritization framework for help center content

Sorin Alupoaie

Nov 23, 20227 min read

Knowledge Management

Using a prioritization framework for help center content

In this interview Sarah Miller, Sr. Knowledge Manager at Oyster HR, shares her experience on which factors to prioritize articles, and more.

5 Best Zendesk Help Center Themes to consider in 2024

Sorin Alupoaie

Nov 2, 20226 min read

Knowledge Management

5 Best Zendesk Help Center Themes to consider in 2024

If you're looking for a way to update your Zendesk help center, it can be hard to know where to start. There are so many different themes...

Optimizing How You Handle Zendesk Tickets: A Primer

Sorin Alupoaie

Oct 28, 20224 min read

Optimizing How You Handle Zendesk Tickets: A Primer

Learn how to optimize your Zendesk ticket management, and make your customer service much more efficient and streamlined.

7 Zendesk Apps to Automate and Optimize your eCommerce Support Workflows

Sorin Alupoaie

Oct 13, 20226 min read

Zendesk

7 Zendesk Apps to Automate and Optimize your eCommerce Support Workflows

Are you utilizing Zendesk apps to aid your customer service team to automate and improve Support workflows? As busy periods approach, now...

How to build a culture of knowledge-sharing

Sorin Alupoaie

May 19, 20214 min read

Knowledge Management

How to build a culture of knowledge-sharing

A few months back I had the opportunity to talk with over thirty Support Engineers, most working for established software companies with...

How to mine a feature request for better product decisions

Sorin Alupoaie

Apr 8, 20214 min read

Best Practices

How to mine a feature request for better product decisions

No matter how great your product is, there will be gaps between what the customer needs and what the product offers. So if you work in...

How to get customers to "see" your SaaS Knowledge Base

Sorin Alupoaie

Feb 15, 20215 min read

Knowledge Management

How to get customers to "see" your SaaS Knowledge Base

You finally have the help center you are proud of. Probably you spent months talking with the product team, reading support tickets,...

Off the shelf support automation with GPT-3

Sorin Alupoaie

Jan 21, 20216 min read

Artificial Intelligence

Off the shelf support automation with GPT-3

Helping the customer help himself is undoubtfully one of the most important things you can do in Customer Support. For this you need two...

Auto-crafting a message reply, and other GPT3 use cases

Sorin Alupoaie

Dec 10, 20204 min read

Artificial Intelligence

Auto-crafting a message reply, and other GPT3 use cases

In this issue, I continue my exploration of GPT3 with a deep dive into some interesting use cases of this technology in Customer Service....

The tale of a sarcastic bot, and other GPT-3 stories

Sorin Alupoaie

Nov 17, 20205 min read

Artificial Intelligence

The tale of a sarcastic bot, and other GPT-3 stories

This post was originally published in CustomerThink Something huge happened in the AI space this summer. A major breakthrough in the way...

How to build and grow your Help Center with Data Analytics

Sorin Alupoaie

Nov 9, 20207 min read

Knowledge Management

How to build and grow your Help Center with Data Analytics

This post was originally published in CustomerThink A knowledge base is a great way to help customers find the answers they need before...

Deconstructing the technical stack of a modern SaaS product

Sorin Alupoaie

Oct 7, 202012 min read

Deconstructing the technical stack of a modern SaaS product

There is a lot of advice for early stage SaaS startups (or any other business building a new SaaS product) on finding the right customers...

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