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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Article Redefining CX for a new era – CX Trends in Europe 2021
During times of significant uncertainty, the main thing humans want is communication. Over the last year,…
Gartner’s predictions for 2021: CRM customer service and support
As your approach to customer service matures, the complexity of your customers’ issues increases.
At Home and Happy? – What Remote Work Means for Customer Service
Last year was the year COVID-19 forced a shift in working practices. Could 2021 be the…
Article How knowledge-centred service benefits customer support teams
What is knowledge-centred support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger
Conrad Electronic: How customer care works during a pandemic
Guest blog from Christina Bauroth, Senior Expert Public Relations at Conrad Electronic The impact of COVID-19…
Article Deliver better ecommerce customer experiences with Zendesk and Shopify
Give your agents instant access to customers' details and order information—all inside Zendesk.
Article Why you should integrate your agent support and product teams
Guest blog from Alexis Fogel, CEO, Stonly Regardless of your industry or product, your agent support…
Article Turning adversity into advantage: Accelerate with CX maturity in Europe
The performance gap between the leaders and the laggards of customer experience (CX) is widening and…
Article 11 support tools every customer service team should have
Customer experience management is about providing consistent service. Here's our expert advice on how to do that.
Article An enterprise guide to personalised service
Enterprise companies often get a bad report when it comes to personalised service. It’s up to you to change the narrative.
Is your customer support team ready for the Christmas season?
It’s the most wonderful time of the year — unless you’re sitting on hold with a…
Article How to identify and support your most valuable customer segments
Using segmentation to better serve your best customers.