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 13

Customize your CSAT surveys Article

Customize your CSAT surveys

Customer satisfaction (CSAT) has long been a measurement used to help companies understand how well their agents and the customer service organization as a whole have been performing

The importance of benchmarking customer service Article

The importance of benchmarking customer service

No one needs to tell you that a great customer experience is critical to a company’s success.

Article

The science behind satisfaction prediction

We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers

Sharing customer feedback Article

Sharing customer feedback

There’s no question that collecting customer feedback from support tickets, churn and NPS surveys, and other sources can help your company identify problem areas in customer service or your

Chatbots for business: a new support standard Article

Chatbots for business: a new support standard

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window

How Allbirds’ customer service is taking flight Article

How Allbirds’ customer service is taking flight

Allbirds partnered with Zendesk for their customer service software when they first launched

Make self-service easy with the Web Widget Article

Make self-service easy with the Web Widget

“If you build it, they will come.” This may work in the movies, but does it work with the self-service content you’ve spent time and resources constructing?

Untapped: the ROI of customer service Article

Untapped: the ROI of customer service

If you manage a customer support center, you know your team is capable of great things.

Getting wise to providing (even) better support Article

Getting wise to providing (even) better support

In the beginning, Hootsuite was like a lot of startups, in immediate need of a system to help manage customer service inquiries and to keep pace with growth

Grow the bottom line by building trust Article

Grow the bottom line by building trust

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

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

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.

From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership Guide

From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership

Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers.

FAQ-page design: Be savvy about self-service Article

FAQ-page design: Be savvy about self-service

Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to.

How video can enhance self-service Article

How video can enhance self-service

When a customer hits a roadblock, often their first course of action is DIY.

Deliver a seamless online customer experience Article

Deliver a seamless online customer experience

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

How PlanGrid empowers the construction industry with Zendesk Support Guide

How PlanGrid empowers the construction industry with Zendesk Support

PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers.

Raise your ticket deflection ratio with smart self-service Guide

Raise your ticket deflection ratio with smart self-service

It's time to demystify ticket deflection and improve your deflection ratio

Get motivated with customer service quotes Article

Get motivated with customer service quotes

We collected some customer service quotes to look to when the going gets tough

For FabFitFun, subscriber growth means scaling up customer service Guide

For FabFitFun, subscriber growth means scaling up customer service

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth

Multi-channel customer service, made-to-order Article

Multi-channel customer service, made-to-order

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year.