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Latest stories
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4 min read
The key to great service? Saying “I don’t know”
We've turned the spotlight on Zac Renault, a customer advocate who provides French language support.
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4 min read
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
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3 min read
How to set up support tiers
If your company is growing, your organizational structure is probably getting more complicated.
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2 min read
Gartner’s Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.
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2 min read
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance
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3 min read
8 support manager skills to develop
Organizations and management structures are always changing.
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2 min read
Multiple products still need to add up to one great experience
As I approach my eighth year at Zendesk, I still recall the first time I visited a customer to watch a team of support agents work.
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3 min read
Raising the bar: 4 more leaders in customer service
Achieving great leadership in customer service means going beyond what’s expected.
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3 min read
Tip of the week: auto-assigning tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
Article
1 min read
Mediaocean empowers better customer support teams and content with Zendesk
Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion
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4 min read
In service of patient-centered research
The Patient-Centered Outcomes Research Institute (PCORI) adopted Zendesk Support for its IT department and then rolled out the product to the entire organization
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7 min read
Welcome to the wonder of the West Coast work culture
Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…
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5 min read
Map a customer-centric omnichannel support strategy
The best omnichannel strategy is designed around the customer so that they can move as fluidly between channels as your agents can
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4 min read
Design a strategy for seamless omnichannel support
Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of
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6 min read
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of full-time US employees who regularly work at home has grown by 115% since 2005.
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