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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How to keep that personal touch as your company grows Article

How to keep that personal touch as your company grows

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

The path to a better customer service workflow Article

The path to a better customer service workflow

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

The 3 keys to silo-free, scalable self-service Article

The 3 keys to silo-free, scalable self-service

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.

Do you need a customer service BPO? Article

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Solving your customer problems without causing more problems Article

Solving your customer problems without causing more problems

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

4 tips for springboarding from Tier 1 support Article

4 tips for springboarding from Tier 1 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

5 fun facts about omnichannel support Infographic

5 fun facts about omnichannel support

Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…

How to structure product support Article

How to structure product support

Preparing agents and triaging tickets are especially important when it comes to structuring product support

5 things that stand out in a customer service resume Guide

5 things that stand out in a customer service resume

Do you want to work in a job that can provide a strong backbone for your…

What is tier 0 customer support? Article

What is tier 0 customer support?

Tier 0 support is a great way to help your customers help themselves

Using AI for better self-service Guide

Using AI for better self-service

Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While…

Questions to ask when staffing chat Article

Questions to ask when staffing chat

Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support

Proactive support: The right way to engage Article

Proactive support: The right way to engage

The importance of proactive support in an age of distrust Trust in institutions is at an…

Partners make the sun shine brighter Article

Partners make the sun shine brighter

Our partners are critical to our ecosystem and the success of our customers, and ultimately the experience of our customers’ customers

Agility and the total cost of the customer experience White Paper

Agility and the total cost of the customer experience

Introduction Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.…

Customer service glossary Guide

Customer service glossary

The customer support business has its own vocabulary. Some of the words and phrases may be…

Your customer base is expanding—is your self-service scaling with it? White Paper

Your customer base is expanding—is your self-service scaling with it?

The start of a new chapter of your business, whether you’re moving upmarket or adding products…

How to structure your customer support organization Guide

How to structure your customer support organization

What does a successful customer support team look and feel like? How can companies deliver good…

The 16 customer service skills of great customer service agents Article

The 16 customer service skills of great customer service agents

Customer service involves much more than answering questions over the phone. Responding to tickets through email,…

Rethinking customer service skills for the new era of retail White Paper

Rethinking customer service skills for the new era of retail

Customer experience is a front-and-center variable in the retail industry’s ongoing evolution. While experience-focused leadership positions…