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Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
As your support teams grow, here are some tips on how to optimize operations at scale
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
As with any profession, a customer support career path can movie in many different directions
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
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