Customer support 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.
Latest stories Page 12
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?
Article Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and…
Article Sharing customer feedback
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
Article Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation? It could be the literal million-dollar question.
Article Customer journey map: What it is and how to create one (+ examples)
Create a customer journey map to understand the entire customer experience—from discovery to advocacy and every touchpoint in between.
Article The art of business analysis in customer support
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…
Article Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
Article Are proactive chat scripts the answer?
How your agents handle the delicate back and forth of a live chat conversation matters. Some…
Article Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Article How to create a customer experience strategy
Use a customer experience strategy to consistently create positive experiences that resonate with your audience.
Article A comprehensive guide to customer service SLAs (+ 3 free templates)
Here’s how and why you should create service-level agreements.
Article Increase conversions with chat
While adding a live chat channel can increase website conversion rates by 29 percent, you can…
Article Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what?…
Article Ticket escalation: What it is and how to manage it
Learn how ticket escalation works and why a dedicated escalation process is important for your business.
Guide Agent Experience Guide
Customer support agents have a tough job. They need to make sure customers are getting what…
Guide Agent Life Cycle Guide
Your support agents interact with customers more than just about anyone else in your company. They…
Article Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time…
Article Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…
Article How to be human while collecting customer data
Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions…
Video Schedules in Zendesk Support
With Schedules in Zendesk Support you can build workflows and analysis around the hours of your…