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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Redefining CX for a new era – CX Trends in Europe 2021 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

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

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…

How knowledge-centred service benefits customer support teams 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

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…

Deliver better ecommerce customer experiences with Zendesk and Shopify Article

Deliver better ecommerce customer experiences with Zendesk and Shopify

Give your agents instant access to customers' details and order information—all inside Zendesk.

Why you should integrate your agent support and product teams 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…

Turning adversity into advantage: Accelerate with CX maturity in Europe 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…

11 support tools every customer service team should have 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.

An enterprise guide to personalised service 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?

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…

How to identify and support your most valuable customer segments Article

How to identify and support your most valuable customer segments

Using segmentation to better serve your best customers.