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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
3 min read

How to set up support tiers

If your company is growing, your organizational structure is probably getting more complicated.

Article
2 min read

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.

Article
2 min read

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance

Article
1 min read

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

Ebook
1 min read

Chatbots and the future of real-time communication

Companies are using chatbots to scale more and more.

Article
6 min read

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.

Whitepaper
1 min read

Better customer experiences with omni-channel engagement

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

Article
4 min read

Making the most of an NPS survey

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

Whitepaper

Why your business needs a sales CRM

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

Article
14 min read

Customer journey map: What it is and how to create one (and examples)

Every company wants to understand what makes customers come to their business – and what makes them leave.

Article
8 min read

Ticket deflection: the currency of self-service

Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…

Article
3 min read

Excellent customer service, excellent ROI

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you're wary of trying a new ice cream flavor.

Article
1 min read

A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organisation is no easy task.

Ebook
1 min read

Roll out and manage multiple customer service channels

There is a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts.

Guides and ebooks
1 min read

A Retailer’s Guide to Getting Omnichannel Customer Service Right

Retail and omnichannel customer service. With consumers shopping in more channels than ever, retailers have been forced to evolve.

Article
6 min read

“Thank you.” What to do with customer complaints.

There it is: The worst customer satisfaction survey ever. The customer lambasted the company, one of…

Article
5 min read

5 tips to help agents provide great support across multiple chats

Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…

Video

Zendesk Product Demo

Watch our on-demand demo of Zendesk Support and other Zendesk products.

Article
19 min read

How to manage your talented customer service team

Even the best customer service teams require a little leadership. Learn the best ways to motivate and manage your support agents.

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