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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3 ways to achieve better self-service Article

3 ways to achieve better self-service

Most customers would rather help themselves than reach out to an agent. In order to deliver…

Improve remote support with a follow the sun model Article

Improve remote support with a follow the sun model

The sun never sets for businesses that rely on remote support, and global support, for customer…

Customer engagement with agile customer care Infographic

Customer engagement with agile customer care

Every interaction with a customer provides companies with an opportunity to not only provide a great…

Top customer experience with agile customer care Infographic

Top customer experience with agile customer care

Customers have more options than ever before. So any company looking to build long-term relationships, and…

Increase revenue with agile customer care Infographic

Increase revenue with agile customer care

Some companies look at customer service as a drain on resources. As a result, customer service…

Advocate Spotlight on Tier 3: Bringing a hive mentality to work Article

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn…

In good company: Expand support beyond customer service Infographic

In good company: Expand support beyond customer service

Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed…

Top 3 complaints from customer support agents Article

Top 3 complaints from customer support agents

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found…

Adobe and Zendesk: powering multi-channel customer experiences Article

Adobe and Zendesk: powering multi-channel customer experiences

In order to deliver a great experience to a wider set of customers, Zendesk and Adobe…

Which comes first, the customer or agent experience? Article

Which comes first, the customer or agent experience?

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…

Highlighting your customer service capabilities Article

Highlighting your customer service capabilities

Companies must bring their "A game" to improve their customer service capabilities, or risk losing out…

5 tips for training call center agents Article

5 tips for training call center agents

Did you know that agent demeanor is even more important to consumers than fast resolution or…

4 ways to improve call center customer satisfaction

4 ways to improve call center customer satisfaction

Making connections more personal is just one way to improve call center customer satisfaction. Get the top tips.

Forrester’s 2017 Customer Service Trends White Paper

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…

How efficient customer service affects your bottom line Article

How efficient customer service affects your bottom line

Your customer service agents might be hard workers, but if systems are preventing them from being…

Are your customer experience initiatives working? Article

Are your customer experience initiatives working?

As the customer service playing field has changed, so have the criteria for measuring success. Enter…

Improving phone support efficiency Article

Improving phone support efficiency

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can…

An unlikely advocate for Advocacy Article

An unlikely advocate for Advocacy

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his…

Agile customer service drives revenue Article

Agile customer service drives revenue

Offering customers access to top-notch customer service teams is a box smart companies need to check,…

Zendesk Feature Close-Up Article

Zendesk Feature Close-Up

This quarter, our Customer Education team zoomed in on a foundational aspect of Zendesk Support: Groups.…