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 12

Optimising interactions to provide the customer experience of tomorrow Article

Optimising interactions to provide the customer experience of tomorrow

Today's marketplace is hyper-competitive. Brands compete for attention, hoping they can turn that attention into a loyal customer.

Mediaocean empowers better customer support teams and content with Zendesk Article

Mediaocean empowers better customer support teams and content with Zendesk

Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion

Did somebody say… new integrations? Article

Did somebody say… new integrations?

Let's take a look at some great new integrations designed to improve and extend your use of Zendesk with new integrations for November 2017

Chatbots and the future of real-time communication Ebook

Chatbots and the future of real-time communication

Companies are using chatbots to scale more and more.

Guide the customer to the right channel Article

Guide the customer to the right channel

A few months ago I ordered a rather expensive collar for my Golden Retriever on Amazon.

Agilyx partners with Zendesk to scale for size and international growth Guide

Agilyx partners with Zendesk to scale for size and international growth

Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service

What if language wasn’t a barrier for customer support? Article

What if language wasn’t a barrier for customer support?

With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents

An integration investigation Article

An integration investigation

Let’s take a look at some great new integrations designed to improve and extend your use of Zendesk: Gift Gift is brought to you by our partner, Sweethawk, and enables you to send gifts to

What it’s like on the front lines of support Article

What it’s like on the front lines of support

Use cases, feedback, and educational opportunities are all things to look out for and remind yourself of when offering support, but it’s also important to maintain a fresh perspective on the type

8 Customer service baselines Article

8 Customer service baselines

Setting customer service baselines and then hitting them is essential for not only delivering on your goal of providing great customer service, but also for evaluating how the support team is

Shopify brings the customer journey full circle Article

Shopify brings the customer journey full circle

Sales and support working together A question from a single customer often requires information and expertise from multiple departments.

Geckoboard conquers global support with data Article

Geckoboard conquers global support with data

Research by Global Workplace Analytics found that the number of full-time US employees who regularly work at home has grown by 115% since 2005.

Better customer experiences with omni-channel engagement Whitepaper

Better customer experiences with omni-channel engagement

Designing a support experience that enables you to have natural conversations with your customers, regardless of…

New additions to the Apps Marketplace Article

New additions to the Apps Marketplace

Check out these new integrations, all designed to help you provide great support and get the most out of Zendesk.

Keep support knowledge fresh and useful Guide

Keep support knowledge fresh and useful

Knowledge is the product that your support team owns and builds every day.

Making the most of an NPS survey Article

Making the most of an NPS survey

What can an NPS survey tell you about your customer experience?

Relate Live: tech solutions for customer support challenges Article

Relate Live: tech solutions for customer support challenges

You don’t just come to an event like Relate Live for the networking and food.

How to support your robot co-worker Article

How to support your robot co-worker

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn

Why your business needs a sales CRM Whitepaper

Why your business needs a sales CRM

With so much money and time invested in sales growth, why are sales leaders still falling…

Sales and support: aligning to improve customer retention Article

Sales and support: aligning to improve customer retention

Editor’s Note: This is the first post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business