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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.


Latest stories

Article
2 min read

How to structure product support

The customer support agents in tier 1 provide general product support across one or more products.

Article
3 min read

Enhancing the agent experience with contextual workspaces

Support agents don't benefit from clunky interfaces or confusing processes.

Article
2 min read

Chat support models: shared vs dedicated

Offering omnichannel customer service is the core of any organization’s support strategy.

Article
3 min read

5 questions to ask customers to improve your customer support

Feedback in business is crucial to growing and improving. It's beneficial to take a closer look at what's working and what isn't. But where do you start?

Article
12 min read

Seven examples of bad customer service (and how to be great instead)

Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.

Guides and ebooks
1 min read

Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

Article
8 min read

Top 18 customer service metrics to measure

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

Article
1 min read

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

Article
1 min read

Why omnichannel support is no fairytale

Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.

Article
9 min read

Agility and the total cost of the customer experience

Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.

Article
16 min read

60+ customer service terms and definitions: the ultimate glossary

Find out the key terms every customer support agent should know with this easy-to-use customer service glossary.

Guides and ebooks
5 min read

Customer service structure: how to build an effective support team

What does a successful customer support team look and feel like? How can companies deliver good…

Article
19 min read

Customer service definition and skills for 2021 and beyond

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships

Article
2 min read

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.

Ebook
1 min read

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.

Article
1 min read

Your guide to omnichannel support

Your door is always open, regardless of your business or support hours.

Article
1 min read

Omnichannel support made easy with Zendesk

There's no "one size fits all" when it comes to omnichannel success.

Article
1 min read

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.

Article
2 min read

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

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