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

Customer service definition and skills for 2021 and beyond 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

Personalise your interactions: The customer context tools you need 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.

The ROI case for omnichannel support 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.

Article

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.

Ebook

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.

Article

Your guide to omnichannel support

Your door is always open, regardless of your business or support hours.

Article

Omnichannel support made easy with Zendesk

There's no "one size fits all" when it comes to omnichannel success.

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre 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

Ebook

Sharing identity to foster customer loyalty

Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.

Break free with Zendesk Sunshine 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.

What everyone should know about integrated phone support 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?

4 surprising findings on big companies and customer support Article

4 surprising findings on big companies and customer support

One size doesn’t fit all when it comes to running a support team.

How AI assistants close the gaps in customer service 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 Article

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

Proven tips for retailers to make the most of this holiday shopping season 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.

6 steps towards developing a customer support career path 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.

Zendesk’s customer service guide for start-ups 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…

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Finding the right customer service agents is a difficult task.

How to build customer loyalty with shipping Article

How to build customer loyalty with shipping

Some retailers see shipping and delivery as solely utilitarian.

What to consider before you offer global support training 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