Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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7 strategies for turning angry customers into loyal fans Article

7 strategies for turning angry customers into loyal fans

With Marilyn Suttle and Lori Jo Vest Here she comes! Maybe her name is Gladys, maybe…

Guide

Customer Service Advice – 16 Lessons Learned

We asked 16 customer service professionals what advice they would give to someone just starting out…

The vitals of virtual support teams Article

The vitals of virtual support teams

The benefits and key considerations of hiring and managing virtual teams in today's technology-supported working environment.

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Winning Customer Service

Customer service can be like a game. If so, how do you win? There are many…

Article

7 tools for amazing every customer every time

With Shep Hyken Delivering amazing customer service requires everyone in an organization to step up and…

Six questions to ask before setting up your community Article

Six questions to ask before setting up your community

Before you throw open the doors to your user community, there are a few things to…

Keeping things fresh with rotating roles Article

Keeping things fresh with rotating roles

One of the first and most fundamental steps your company can take on it’s journey to…

Follow-the-sun customer support: how to get global, fast Article

Follow-the-sun customer support: how to get global, fast

To provide the highest level of customer service to your customers, your customer support team must…

Article

Three hidden reasons why good people provide bad service

With Jeff Toister Consistently delivering outstanding customer service is a challenge for nearly every organization. Service…

Don’t panic: 6 steps for dealing with service disruptions Article

Don’t panic: 6 steps for dealing with service disruptions

Service disruptions have an enormous impact on customers, so it’s best to have a plan in…

Tip of the Week: ensuring a timely response to customers Article

Tip of the Week: ensuring a timely response to customers

It's important for everyone in the customer service industry to keep their response times as quick…

Understaffed and extra busy? Here’s how to keep your cool Article

Understaffed and extra busy? Here’s how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

Why having new employees answer support tickets could be the best thing your company ever did Article

Why having new employees answer support tickets could be the best thing your company ever did

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is…

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Zendesk triggers

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Zendesk Email Introduction

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Zendesk Insights: Advanced Analytics & Reporting

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Zendesk iPad App

Article

7 Effective Keys to Transforming the Customer Experience

Setting the right customer service goals for your service team Article

Setting the right customer service goals for your service team

Finding the right balance for setting customer service goals is integral to the success of any team

Article

Maintaining World Class Customer Support in a Fast Growing Organization