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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We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, along with additional agents benefits when using video for remote support
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing
While teams from across the globe compete on the field at the Wold Cup, we explored how they stack up based on a key indicator of good customer service: customer satisfaction
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.
Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.
In the world of ecommerce consumer decisions are made in seconds.
It’s lunchtime on a Thursday, and Marisa—a busy professional who unwinds by backpacking and rock climbing—realizes that she’s missing a key piece of gear for her annual winter trip to Joshua Tree,
Getting the right information to or from the right people in a large organization is easier said than done.
“Querer é poder” is a Portuguese proverb that roughly translates to, “Where there’s a will, there’s a way.
Zendesk 's newest customer service solution —The Suite.
Zola is reinventing the wedding planning and registry experience.
Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change
When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.
As one of the fastest-growing prepared-meal companies, the most important part of our business is accurately shipping fresh, nutritious meals to customers every week
A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.
One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service
Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide.