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Thoughts from HR: 3 effective ways to support your employees during COVID-19

Employees expect the same clear communications from their employer as they do from their favorite brands.…

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Show big support for small businesses Article

Show big support for small businesses

Since the enforcement of social distancing and shop closures, turnover in small business stores has plummeted to record low levels. To show our support, we are sharing some examples of our small business heroes offering unique products and services in this changing environment.

‘Many to many’—providing richer, scalable customer support in the Zendesk Community Guide

‘Many to many’—providing richer, scalable customer support in the Zendesk Community

An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.

Use customer surveys to innovate your customer experience Article

Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

How to structure product support Article

How to structure product support

The customer support agents in tier 1 provide general product support across one or more products.

What is tier 0 customer support? Guide

What is tier 0 customer support?

Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0.

Questions to ask when staffing chat Article

Questions to ask when staffing chat

Many factors need to be considered when determining how to staff your chat support channel.

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.

Onboarding a business process outsourcer? Follow the four “Ts” Article

Onboarding a business process outsourcer? Follow the four “Ts”

Let’s say you need more customer support reps.