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 Page 10

Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

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: Route your way to success Article

Skills-based routing: Route your way to success

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

Customer Service World Cup 2018 Article

Customer Service World Cup 2018

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

Take a customer-facing approach to your internal knowledge base Article

Take a customer-facing approach to your internal knowledge base

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.

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.

Support agents can improve the ecommerce experience Article

Support agents can improve the ecommerce experience

In the world of ecommerce consumer decisions are made in seconds.

What is omnichannel customer service? Article

What is omnichannel customer service?

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,

Collaborate across your ecosystem with Side Conversations Article

Collaborate across your ecosystem with Side Conversations

Getting the right information to or from the right people in a large organization is easier said than done.

International relations 101: The keys to multilingual support success Article

International relations 101: The keys to multilingual support success

“Querer é poder” is a Portuguese proverb that roughly translates to, “Where there’s a will, there’s a way.

Introducing The Suite: Zendesk’s omnichannel solution Article

Introducing The Suite: Zendesk’s omnichannel solution

Zendesk 's newest customer service solution —The Suite.

Zola marries passion for support with modern tools Article

Zola marries passion for support with modern tools

Zola is reinventing the wedding planning and registry experience.

De-stress the change management process Article

De-stress the change management process

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

Be the type of tech support team you want to interact with Article

Be the type of tech support team you want to interact with

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.

How Freshly provides seamless, time-sensitive support Article

How Freshly provides seamless, time-sensitive support

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

All about average handle time Article

All about average handle time

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.

Be ready for anything: support forecasting and scheduling Article

Be ready for anything: support forecasting and scheduling

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

How Strava cracked mobile support and engagement Article

How Strava cracked mobile support and engagement

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Building customer loyalty with great support Article

Building customer loyalty with great support

Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide.

SFA software evaluation template Whitepaper

SFA software evaluation template

Article

Knowledge management best practices

A Q&A with Forrester's Kate Leggett on knowledge management best practices.