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
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
Ebook
1 min read
Sharing identity to foster customer loyalty
Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.
Article
4 min read
4 surprising findings on big companies and customer support
One size doesn’t fit all when it comes to running a support team.
Article
4 min read
How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities.
Article
3 min read
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers
Article
2 min read
6 steps towards developing a customer support career path
As with any profession, a customer service job can grow in different directions, leading to many new opportunities.
Guides and ebooks
1 min read
Zendesk’s customer service guide for start-ups
Getting a start-up off the ground is tough enough as it is—but attracting and retaining customers…
Article
1 min read
Three things to keep in mind when recruiting customer service agents
Finding the right customer service agents is a difficult task.
Article
6 min read
How to build customer loyalty with shipping
Some retailers see shipping and delivery as solely utilitarian.
Article
2 min read
What to consider before you offer global support training
As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions
Article
5 min read
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
Article
4 min read
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
Article
4 min read
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.
Article
4 min read
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.
Article
5 min read
Support agents can improve the ecommerce experience
In the world of ecommerce consumer decisions are made in seconds.
Article
3 min read
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,
Article
3 min read
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.
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