When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Zoom + Zendesk: the benefits of video for remote support
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
Agent education: 3 top priorities
Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Support agents can improve the ecommerce experience
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
Collaborate across your ecosystem with Side Conversations
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
Using more than technical skills to solve technical issues
We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
The key to great service? Saying “I don’t know”
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Vacation-ing the premises
Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Tip of the Week: Auto-assigning Tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or agents, in your account. It also describes how tickets from one end-user or organization can be sent by default to the same agent. Why would you want to route tickets to one agent or one group of agents? Some […]
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
What it’s like on the front lines of support
Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management
Listening and leading by example
We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape