Keeping gamers in the game through customer service
Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
How to set up support tiers
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
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
Growth requires change
Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.
Multiple products still need to add up to one great experience
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work. Putting an actionable strategy in place will ensure that your customers stay.
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
Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Scaling and sustaining your customer service organization
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and sustaining your customer service organization
Be a good neighbor, become a good business with CSR
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
Highlight your team’s performance with 7 customer support metrics
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
Execs need to be the kind of leaders people want to follow
Earlier on in my career, I was looking to join a company whose vision and executive leadership I believed in. I thought I’d found that.
Guide the customer to the right channel
Support is often geared to the needs and capabilities of a company. It's time to put the customer first.
5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
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
4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
Businesses are made up of people
Businesses are made of people, and those people have relationships and ties to the communities they live in
Selling enterprise business software can be exciting. Really.
Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring. In March of this year, 28 Zendesk customers flew to snowy Ottawa, Canada, for our quarterly Service Leadership.
Agilyx partners with Zendesk to scale for size and international growth
Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service