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.
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