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.

Latest stories Page 9

Feedback is a gift—take it and optimize Article

Feedback is a gift—take it and optimize

If you want to provide optimal support, you need to focus on your agents and what they need

Product launches and the virtue of being vague Article

Product launches and the virtue of being vague

It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?

How to set up support tiers Article

How to set up support tiers

Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience

Are your customer service representatives happy? Article

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

8 support manager skills to develop Article

8 support manager skills to develop

6 support manager skills to focus on that will ensure your support team will be ready for anything

Multiple products still need to add up to one great experience Article

Multiple products still need to add up to one great experience

As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated

6 tips to hone your support superpowers Article

6 tips to hone your support superpowers

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support

Raising the bar: 4 more leaders in customer service Article

Raising the bar: 4 more leaders in customer service

We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.

Scaling and sustaining your customer service organization Article

Scaling and sustaining your customer service organization

Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…

Be a good neighbor, become a good business with CSR Article

Be a good neighbor, become a good business with CSR

As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.

Chatbots and the future of real-time communication

Chatbots and the future of real-time communication

Companies are using chatbots to scale more and more. While chatbots are powerful engagement tools, they…

5 departments (other than support) that benefit from self-service Article

5 departments (other than support) that benefit from self-service

When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up

Why staffing can make or break your omnichannel strategy Article

Why staffing can make or break your omnichannel strategy

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

SEO and customer service: The benefits of aligning efforts Article

SEO and customer service: The benefits of aligning efforts

Did you get here after googling a search term? Your customers find you this way, too.

Businesses are made up of people Article

Businesses are made up of people

Businesses are made of people, and those people have relationships and ties to the communities they live in

What if language wasn’t a barrier for customer support? Article

What if language wasn’t a barrier for customer support?

With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents

Raising the bar as a customer support leader Article

Raising the bar as a customer support leader

There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them

What we’re learning from Answer Bot Article

What we’re learning from Answer Bot

At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot

Time to tackle your ticket backlog Article

Time to tackle your ticket backlog

A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it.

What it’s like on the front lines of support Article

What it’s like on the front lines of support

Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.