Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

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

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success

The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction

It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.

The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans

We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy

Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

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.

Here's why omnichannel support for agents and customers is a necessity

Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website

Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources