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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5 qualities of the perfect customer service employee Article

5 qualities of the perfect customer service employee

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…

6 steps towards developing a customer support career path Article

6 steps towards developing a customer support career path

As with any profession, a customer support career path can movie in many different directions

Will your support team work from a central location or virtually? Article

Will your support team work from a central location or virtually?

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce

Slack & Zendesk: The future of internal collaboration Article

Slack & Zendesk: The future of internal collaboration

See how Slack – one of the world’s most popular collaboration hubs – uses Zendesk internally…

6 keys to a successful ticket escalation process Article

6 keys to a successful ticket escalation process

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

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

Omnichannel vs. the other way Article

Omnichannel vs. the other way

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

Expert Series: How to drive more automated resolutions with Answer Bot Article

Expert Series: How to drive more automated resolutions with Answer Bot

As your agents continue to grow their expertise, how can you make sure that knowledge benefits…

What to consider before you offer global support training Article

What to consider before you offer global support training

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

Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

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.

Agent education: 3 top priorities Article

Agent education: 3 top priorities

Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them

Take a customer-facing approach to your internal knowledge base Article

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.

How to create raving fans with legendary customer service Article

How to create raving fans with legendary customer service

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…

Support agents can improve the ecommerce experience Article

Support agents can improve the ecommerce experience

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

International relations 101: The keys to multilingual support success Article

International relations 101: The keys to multilingual support success

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.

Be ready for anything: support forecasting and scheduling Article

Be ready for anything: support forecasting and scheduling

Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.

How Zola marries modern registries and compassionate customer service with Zendesk Article

How Zola marries modern registries and compassionate customer service with Zendesk

If you’ve recently purchased a gift for a wedding, chances are you used Zola, a wedding…

10 Customer experience KPIs Article

10 Customer experience KPIs

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.