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.

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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.

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The ultimate guide to customer segmentation for support teams 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.

What is an agent touch? 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…

When do Zendesk automations run? Guide

When do Zendesk automations run?

Automations are a tool within the Zendesk platform that can be used to change ticket properties…

5 ways customer support affects the bottom line

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.…

Proactive service: A problem isn’t a problem if you can fix it before it happens 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

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…

Using case swarming to resolve customer issues 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…

What is user adoption and how to achieve it 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…