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 9
Article Customer service definition and skills for 2021 and beyond
Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships
Article Personalise your interactions: The customer context tools you need
Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.
Article The ROI case for omnichannel support
Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.
Building a best-in-class customer self-service experience
It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.
Fairness in the customer relationship
Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.
Your guide to omnichannel support
Your door is always open, regardless of your business or support hours.
Omnichannel support made easy with Zendesk
There's no "one size fits all" when it comes to omnichannel success.
Article Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
Sharing identity to foster customer loyalty
Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.
Article Break free with Zendesk Sunshine
It’s time break free from legacy CRM systems. Welcome to Zendesk Sunshine, our new open and flexible CRM platform.
Article What everyone should know about integrated phone support
Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?
Article 4 surprising findings on big companies and customer support
One size doesn’t fit all when it comes to running a support team.
Article How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities.
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers
Article Proven tips for retailers to make the most of this holiday shopping season
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy.
Article 6 steps towards developing a customer support career path
As with any profession, a customer service job can grow in different directions, leading to many new opportunities.
Guide Zendesk’s customer service guide for start-ups
Getting a start-up off the ground is tough enough as it is—but attracting and retaining customers…
Article Three things to keep in mind when recruiting customer service agents
Finding the right customer service agents is a difficult task.
Article How to build customer loyalty with shipping
Some retailers see shipping and delivery as solely utilitarian.
Article What to consider before you offer global support training
As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions