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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What it’s like on the front lines of support Article

What it’s like on the front lines of support

Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.

Reducing the stress of constant contact Article

Reducing the stress of constant contact

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.

Agent feedback: putting the pieces together Article

Agent feedback: putting the pieces together

When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

Keep support knowledge fresh and useful Article

Keep support knowledge fresh and useful

Knowledge is the product that your support team owns and builds every day

Listening and leading by example Article

Listening and leading by example

We've turned the spotlight on Haley Varenkamp, a team lead on Zendesk's Advocacy team, who underscores…

Making the most of an NPS survey Article

Making the most of an NPS survey

What can an NPS survey tells you about your customer experience?

5 benefits of turning know-how into knowledge Article

5 benefits of turning know-how into knowledge

To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out

The ROI of empowered agents Article

The ROI of empowered agents

Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape

Sales and support: aligning to improve customer retention Article

Sales and support: aligning to improve customer retention

Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition

Introducing Textback, born in our hackathon Article

Introducing Textback, born in our hackathon

Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.

Save the day with a churn survey Article

Save the day with a churn survey

A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn

Pain points of live chat and how to solve them Article

Pain points of live chat and how to solve them

With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.

Sales and support: acquiring customers Article

Sales and support: acquiring customers

Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences

6 Benchmarking best practices Article

6 Benchmarking best practices

Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices

Customize your CSAT survey Article

Customize your CSAT survey

The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost

The voice of the customer is key to your success Article

The voice of the customer is key to your success

The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?

Communication is key to great tech support Article

Communication is key to great tech support

Alex has a background in technical support, but it was his experience as a history and…

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Creating a workflow fit for collaboration

Join Anthony Okumura, Senior Product Marketing Manager, to learn how you can create a customer service…

Sharing customer feedback Article

Sharing customer feedback

Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.

Simplify your support operation as you scale Article

Simplify your support operation as you scale

Available On-Demand with David Williams & Anthony Okumura Growing your customer service operation doesn’t need to…