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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The voice of the customer is key to your success Article

The voice of the customer is key to your success

The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?

Communication is key to great tech support Article

Communication is key to great tech support

Alex has a background in technical support, but it was his experience as a history and…

Sharing customer feedback Article

Sharing customer feedback

Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.

Transforming your customer service in 4 steps Article

Transforming your customer service in 4 steps

What are the keys to transforming your customer service operation? It could be the literal million-dollar question.

What is customer journey mapping and why is it important? Article

What is customer journey mapping and why is it important?

Customer journey mapping helps a business understand the customer experience and meet customer needs at every touchpoint

The art of business analysis in customer support Article

The art of business analysis in customer support

Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…

Optimize your customer service training Article

Optimize your customer service training

Correctly investing in customer service training not only ensures that customers receive the best possible service,…

Are proactive chat scripts the answer? Article

Are proactive chat scripts the answer?

How your agents handle the delicate back and forth of a live chat conversation matters. Some…

Mix it up: rotating customer support jobs Article

Mix it up: rotating customer support jobs

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

Everything you need to know about the SLA (+ 3 free templates) Article

Everything you need to know about the SLA (+ 3 free templates)

Learn what goes into an SLA, why they're important, and how to write one.

Customer success for the win-win Article

Customer success for the win-win

Your customers live busy lives, so you have to enable your customer success team to make…

Increase conversions with chat Article

Increase conversions with chat

While adding a live chat channel can increase website conversion rates by 29 percent, you can…

Setup your agents and end-users for success with Chat Article

Setup your agents and end-users for success with Chat

You’ve made the important step of deciding to implement a new Chat channel, but now what?…

The art of the ticket escalation process Article

The art of the ticket escalation process

Most customer issues are resolved on the front lines: with the service agents tasked with walking…

Agent Experience Guide Guide

Agent Experience Guide

Customer support agents have a tough job. They need to make sure customers are getting what…

Agent Life Cycle Guide Guide

Agent Life Cycle Guide

Your support agents interact with customers more than just about anyone else in your company. They…

Tiers for fears: Is tiered support for you? Article

Tiers for fears: Is tiered support for you?

If you’re a business with consistently growing customer base and ticket volume, it might be time…

Why firsthand product experience is the best teacher Article

Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…

How to be human while collecting customer data Article

How to be human while collecting customer data

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions…

Schedules in Zendesk Support Video

Schedules in Zendesk Support

With Schedules in Zendesk Support you can build workflows and analysis around the hours of your…