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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The Zendesk Benchmark: customer experience trends how-to guide Article

The Zendesk Benchmark: customer experience trends how-to guide

Your customers are comparing you to the best customer experience they’ve ever had—every time.

5 questions every IT leader should ask of their CRM platform Article

5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need in a CRM platform, there are five important…

Scalable self-service support: tailor-made for every company Ebook

Scalable self-service support: tailor-made for every company

Providing quality, flexible self-service has become a vital part of what Zendesk does.

Why AI will transform how customer service teams work Article

Why AI will transform how customer service teams work

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

Employee experience: How consumer expectations are shaping the workplace Article

Employee experience: How consumer expectations are shaping the workplace

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

How to structure product support Article

How to structure product support

The customer support agents in tier 1 provide general product support across one or more products.

Enhancing the agent experience with contextual workspaces Article

Enhancing the agent experience with contextual workspaces

Support agents don't benefit from clunky interfaces or confusing processes.

Chat support models: shared vs dedicated Article

Chat support models: shared vs dedicated

Offering omnichannel customer service is the core of any organization’s support strategy.

5 questions to ask customers to improve your customer support Article

5 questions to ask customers to improve your customer support

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?

Seven examples of bad customer service (and how to be great instead) Article

Seven examples of bad customer service (and how to be great instead)

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.

How artificial intelligence is making customer experience better Infographic

How artificial intelligence is making customer experience better

What is tier 0 customer support? Guide

What is tier 0 customer support?

Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0.

Using AI for better self-service Guide

Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

Bite Squad perfects orders with smart, personalized support Article

Bite Squad perfects orders with smart, personalized support

There’s no shame in it: Sometimes, cooking is too exhausting.

The how-to guide to omnichannel support Article

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

Why omnichannel support is no fairytale Article

Why omnichannel support is no fairytale

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.

Agility and the total cost of the customer experience Article

Agility and the total cost of the customer experience

Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.

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The 3 types of customer service metrics that matter

What's the best way to track how well we perform in customer service?

How to structure your customer support organisation Guide

How to structure your customer support organisation

What does a successful customer support team look and feel like? How can companies deliver good…

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How Live Chat Helps Businesses and Consumers

Shopping, paying bills, looking for information, getting advice, answering questions: if you do almost anything online these days, you’ve probably encountered—and maybe used—live chat to communicate with a company