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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Six questions to ask before setting up your community Article

Six questions to ask before setting up your community

Before you throw open the doors to your user community, there are a few things to…

Zombie tickets Article

Zombie tickets

Zombie tickets aren’t like normal tickets. You can’t just solve them with a simple answer, no…

Five customer service tips for small businesses Article

Five customer service tips for small businesses

When you’re just getting your company started and your customer base is small, you can’t afford…

Keeping things fresh with rotating roles Article

Keeping things fresh with rotating roles

One of the first and most fundamental steps your company can take on it’s journey to…

Broaden your team’s horizons with events Article

Broaden your team’s horizons with events

Building a customer support team that enjoys working together and coming to work every day with…

Don’t panic: 6 steps for dealing with service disruptions Article

Don’t panic: 6 steps for dealing with service disruptions

Service disruptions have an enormous impact on customers, so it’s best to have a plan in…

Tip of the Week: ensuring a timely response to customers Article

Tip of the Week: ensuring a timely response to customers

It's important for everyone in the customer service industry to keep their response times as quick…

Understaffed and extra busy? Here’s how to keep your cool Article

Understaffed and extra busy? Here’s how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

Why having new employees answer support tickets could be the best thing your company ever did Article

Why having new employees answer support tickets could be the best thing your company ever did

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is…

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Zendesk triggers

Setting the right customer service goals for your service team Article

Setting the right customer service goals for your service team

Finding the right balance for setting customer service goals is integral to the success of any team

Infographic

Killing phone support can kill your business

No one relishes the thought of having to phone up a support agent to have their…

Self-service: do customers want to help themselves? Infographic

Self-service: do customers want to help themselves?

Studies of customer feedback tell us that more and more customers prefer self-service over contacting a…

Article

SEO for Zendesk Support

Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here…

Advocate spotlight: bringing the agent closer to the customer Article

Advocate spotlight: bringing the agent closer to the customer

When trying to contact a customer support representative for assistance, the hardest part is often, well,…

Advocate spotlight: customer satisfaction ratings Article

Advocate spotlight: customer satisfaction ratings

Ask customer support reps what they hate the most and the answer will almost definitely be…

Advocate Spotlight Article

Advocate Spotlight

Ever wander into the office a little before 9 a.m., looking for a cup of coffee…

What Airbnb customer service learned while rapidly scaling their support Article

What Airbnb customer service learned while rapidly scaling their support

With Jessica Semaan Customer service can be a lot like a romantic relationship—you have to nurture…

Tip of the week: Escalating tickets Article

Tip of the week: Escalating tickets

One common step in ticket workflows is escalation of issues from agent to agent, or team…

Article

Infographic: Mobile Apps in the Enterprise Are the Future

Your laptop isn’t irrelevant yet, but it might be soon. Sales of web-enabled smartphones, tablets, and…