Customer support management

Article

What is product knowledge? Definition + importance for CX

Product knowledge and customer service go hand-in-hand—the more agents know, the better they can serve your customers. Find out how to up your customer service team’s product knowledge and improve your CX.

Article
5 min read

Streamline call centre BPO management with data-driven WFM

As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs.

Article
4 min read

Customer service agents finally get the recognition they deserve

It’s been another year of high stress and raised customer expectations. That’s why this Customer Service Week is a great time to give your support teams a high five for a job well done.

Article
4 min read

How to help remote agents avoid burnout

Learn how to avoid remote agent burnout and how to nurture your team's well-being and connectedness.

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

Article
13 min read

What is customer segmentation? Types, tips + strategy

Customer segmentation isn’t just for marketing and product teams. Learn how you can put segmentation to work to create personalised support experiences for your customers.

Article
6 min read

What is a customer service specialist?

A customer service specialist is one of the people a customer will interact with when they…

Article
3 min read

What is an agent touch?

Whether it’s to inform your sales or marketing teams, it’s likely that you’ve done lots of…

Guides and ebooks
6 min read

When do Zendesk automations run?

Automations are a tool within the Zendesk platform that can be used to change ticket properties…

Article
5 min read

8 signs of poor customer service and how to avoid them

Quality customer service is important for every business. It keeps customers happy with your product or…

Article
6 min read

Dealing with abusive customers: 3 ways to have your team’s back

Learn how to tactfully handle abusive customers and help your team deal with conflict.

6 min read

5 ways customer support affects the bottom line

Good customer support is no longer just about resolving post-sales customer complaints or answering technical questions.…

Article
5 min read

Proactive service: A problem isn’t a problem if you can fix it before it happens

If you really want to get to know your customers – their deepest desires, their pain…

8 min read

Social media tools that can improve your customer service strategy

While you’re likely already using social media as part of your marketing strategy, you might not…

Article
7 min read

Using case swarming to resolve customer issues

With customers demanding more from businesses in terms of customer service and accessibility, it’s never been…

Article
7 min read

What is user adoption and how to achieve it

When your organisation decides to implement a new product, software or tool for employees or customers…

Article
5 min read

Why Customers Stop Using Your Services And How To Prevent It

Securing customer loyalty and attracting new clients is vital to every successful business. But the balance…

Article
6 min read

New customer challenges in a post-pandemic world

Depending on which side of the coin you’re on, you might think that change can be…

Article
6 min read

How to use customer service to promote business growth

When it comes to growing a business, it’s not all about expansion and profit margins. Customer…

Article
6 min read

Google Business Messages: 3 best practices for customer service teams

Meet customers where they are and build stronger connections with them through Google Business Messages.