Customer support 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.
How to help remote agents avoid burnout
Learn how to avoid remote agent burnout and how to nurture your team's well-being and connectedness.
Latest stories
Article The ultimate guide to customer segmentation for support teams
Customer segmentation isn’t just for marketing and product teams. Here’s how to put segmentation to work for your support team.
Article What is an agent touch?
Whether it’s to inform your sales or marketing teams, it’s likely that you’ve done lots of…
Guide When do Zendesk automations run?
Automations are a tool within the Zendesk platform that can be used to change ticket properties…
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5 ways customer support affects the bottom line
Good customer support is no longer just about resolving post-sales customer complaints or answering technical questions.…
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Article Proactive service: A problem isn’t a problem if you can fix it before it happens
If you really want to get to know your customers – their deepest desires, their pain…
Social media tools that can improve your customer service strategy
While you’re likely already using social media as part of your marketing strategy, you might not…
Article Using case swarming to resolve customer issues
With customers demanding more from businesses in terms of customer service and accessibility, it’s never been…
Article What is user adoption and how to achieve it
When your organisation decides to implement a new product, software or tool for employees or customers…