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 8
Your customers are comparing you to the best customer experience they’ve ever had—every time.
When IT leaders are deciding what they need in a CRM platform, there are five important…
Providing quality, flexible self-service has become a vital part of what Zendesk does.
Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel
The customer support agents in tier 1 provide general product support across one or more products.
Support agents don't benefit from clunky interfaces or confusing processes.
Offering omnichannel customer service is the core of any organization’s support strategy.
Feedback in business is crucial to growing and improving. It's beneficial to take a closer look at what's working and what isn't. But where do you start?
Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.
Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0.
Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.
There’s no shame in it: Sometimes, cooking is too exhausting.
An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.
Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.
Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.
What's the best way to track how well we perform in customer service?
What does a successful customer support team look and feel like? How can companies deliver good…