Support operations


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?

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.


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.


Your guide to omnichannel support

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

Team up on self-service with Team Publishing Article

Team up on self-service with Team Publishing

The key to a great self-service experience for your customers is having great content.


Omnichannel support made easy with Zendesk

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


Knowledge management best practices

A Q&A with Forrester's Kate Leggett on knowledge management best practices.


A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organisation is no easy task.