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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Predictive Analytics, Machine Learning and Meaningful Customer Relationships Article

Predictive Analytics, Machine Learning and Meaningful Customer Relationships

Your company’s success hinges on building strong relationships with your customers, and relationships take work. Sometimes…

Use customer surveys to innovate your customer experience Article

Use customer surveys to innovate your customer experience

There are lots of ways to collect customer feedback—even from afar. One of the most common…

Tip of the week: Identifying which Facebook pages your tickets come from Article

Tip of the week: Identifying which Facebook pages your tickets come from

If you have multiple Facebook pages linked to your Zendesk account, and you want to identify…

Tier 1: The most difficult level of support? Article

Tier 1: The most difficult level of support?

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he…

How to build great internal partnerships (hint: a stick is involved) Article

How to build great internal partnerships (hint: a stick is involved)

Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to…

5 tips to help agents provide great support across multiple chats Article

5 tips to help agents provide great support across multiple chats

Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…

3 ways to improve your customer service content Article

3 ways to improve your customer service content

Learn how to quickly improve your customer service content by writing with empathy. Create a better…

5 ways to reduce customer care costs without compromising quality Article

5 ways to reduce customer care costs without compromising quality

According to research, over 70% of all customers who leave a company for its competition have…

Complex business hours? That’s easy! Introducing Multiple Schedules Article

Complex business hours? That’s easy! Introducing Multiple Schedules

Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of…

Top 3 Tips to Becoming a Profit Center Article

Top 3 Tips to Becoming a Profit Center

Revenue generating or not, most contact centers could be contributing a higher level of value to…

Revitalize your customer service with rotating roles Article

Revitalize your customer service with rotating roles

In the world of customer service, keeping things fresh and exciting for your agents is no…

Zendesk Deep Dive: Increase Productivity with Macros Article

Zendesk Deep Dive: Increase Productivity with Macros

Small gains often add up. And when it comes to gains in time, every minute helps.…

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Zombies and Zendesk

3 tips for providing great customer self-service at scale Article

3 tips for providing great customer self-service at scale

A great way to keep your customers happy (and cut down on tickets) is to make…

What’s New in your Zendesk: Scalable support Article

What’s New in your Zendesk: Scalable support

In this 30-minute webinar, we’ll get you up-to-date on the latest Zendesk feature releases and walk…

All for one, and one for all: Help agents work more productively, together Article

All for one, and one for all: Help agents work more productively, together

Sometimes it really does take a village. When it comes to tackling customer support challenges, this…

How to deliver great customer service at scale Article

How to deliver great customer service at scale

The problem with business operations is that as soon as you get things set up in…

Streamlining your workload: efficiency tips for small businesses Article

Streamlining your workload: efficiency tips for small businesses

It's not uncommon for businesses to outsource the management of their IT infrastructure to managed service…

The uphill climb to an effortless customer journey Article

The uphill climb to an effortless customer journey

Companies have never had more ways to engage customers in conversation, thanks to startling advances in…

Your passport to Startupland Article

Your passport to Startupland

Ever wondered what it’s like to start your own business? The journey from idea to startup…