As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]

Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the community helps him do a better job at work

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team

Offering customers access to top-notch customer service teams is a box smart companies need to check, no matter their size. The advent of new customer service tools makes an even stronger case for best in class customer service: Agile customer service can do more than save your company money—it can drive revenue

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story

Some of us aren’t so great about answering when opportunity knocks. Not the case with Justin Helley. He manages the Advocacy Training & Development team

Customer support agents gain a wide range of skills that can lead to big opportunities

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to learn more about his path into advocacy relationship management and on providing one-to-one support

When a customer reaches out to an agent for support, it’s probably because they were unable to solve the problem on their own. This might sound distressing, and it might well be a sign that your self-service needs some attention. On the other hand, any time that agents interact

If you aren’t yet using a rich text editor in your Zendesk but you still want to embed images, this tip on markdown embedded images is perfect

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role is not customer-facing, Aurash is known among his peers for exhibiting great amounts of customer empathy

Managing a customer service team isn’t easy. Get a head start with these five resources from customer service leaders.

Using the MeisterTask integration you can connect your Zendesk account with a project board in MeisterTask to create an efficient communication channel

Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important as teams expand and share workload across multiple global offices. That’s why, here at Zendesk, we implemented a Play button-centered workflow

Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain, Rami is truly a citizen of the world. For the past eight years she’s lived and worked in

When Tango, a leading mobile messaging app, experienced a high-growth period, they were adding hundreds of thousands of new customers daily

In this Zendesk tip of the week, we cover times when “No” is the right answer and how customer service agents can say “No” in a helpful and empathetic way

Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made the move from advocate to analyst and clues us into the types of support stories data can help tell

This Zendesk Community Tip from Magoosh explains an easy way to remember to follow up with customers after a certain amount of time

Finding and hiring great customer service agents is hard. Over three years ago, in a post that’s still one of our most popular, Zendesk published a list of 10 interview questions to help contact center leaders identify the most effective agents. It’s time to update that list with one more question: “What did you learn […]

As a designer, I am somewhat removed form our customers. Thankfully, the Zendesk support team let me shadow them for a day. Here’s what I learned as a Zendesk advocate

Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his degree in Resort & Hotel Management in college, Rodney planned on a career in business and hotel management. Instead, he

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he was born and raised, Arthur’s career trajectory is not necessarily what you’d expect. After working as a web developer for more than 10 years, he wanted to try