Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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Improved agent experience leads to improved retention and ROI Article

Improved agent experience leads to improved retention and ROI

As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on…

Boosting call center customer satisfaction Article

Boosting call center customer satisfaction

If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call

Streamlining Customer Service with In-App Support Solutions White Paper

Streamlining Customer Service with In-App Support Solutions

It’s no fun encountering a bug in an app when you’re in the midst of a…

Supporting customers while supporting the community Article

Supporting customers while supporting the community

Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the…

How efficient customer service affects your bottom line Article

How efficient customer service affects your bottom line

Your customer service agents might be hard workers, but if systems are preventing them from being…

Community tips for happier customers Article

Community tips for happier customers

Zendesk can't magically provide you with happier customers. But we can give you the tools you…

Are your customer experience initiatives working? Article

Are your customer experience initiatives working?

As the customer service playing field has changed, so have the criteria for measuring success. Enter…

Meeting multichannel customer service expectations Article

Meeting multichannel customer service expectations

On-Demand with Billy Hamilton-Stent & Josh Frank The days of businesses providing a single channel of…

Improving phone support efficiency Article

Improving phone support efficiency

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can…

An unlikely advocate for Advocacy Article

An unlikely advocate for Advocacy

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his…

Agile customer service drives revenue Article

Agile customer service drives revenue

Offering customers access to top-notch customer service teams is a box smart companies need to check,…

Community Tip: How to improve feedback loops with automated peer reviews Article

Community Tip: How to improve feedback loops with automated peer reviews

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google…

The short path from Swedish lawn bowling to advocacy training & development Article

The short path from Swedish lawn bowling to advocacy training & development

Some of us aren't so great about answering when opportunity knocks. Not the case with Justin…

Why new college grads should try a customer support career Article

Why new college grads should try a customer support career

Customer support agents gain a wide range of skills that can lead to big opportunities

Zendesk Feature Close-Up: Triggers Article

Zendesk Feature Close-Up: Triggers

Let’s be honest: There are a wealth of features to think about when you’re building a…

Who you gonna call? Your dedicated Advocacy Relationship Manager Article

Who you gonna call? Your dedicated Advocacy Relationship Manager

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to…

HR Tech week recap: Why we need to shift the HR mindset Article

HR Tech week recap: Why we need to shift the HR mindset

The focus at HR Technology’s annual conference and expo, held last week in Chicago, focused on…

How Businesses use Machine Learning for Customer Experience Article

How Businesses use Machine Learning for Customer Experience

Leveraging data to predict customer satisfaction is more important than ever––it can help your business engage…

Managing customer satisfaction surveys and ratings Article

Managing customer satisfaction surveys and ratings

Today, as part of our Zendesk on Zendesk discussion series, I’ll shed some light into how…

Making Multichannel Support Simple and Successful Article

Making Multichannel Support Simple and Successful

Email. Phone. Chat. Messaging. Customers want to connect with companies over a variety of channels. And…