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.

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Community Tip: How to improve feedback loops with automated peer reviews Article

Community Tip: How to improve feedback loops with automated peer reviews

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google…

5 behaviors every leader should adopt to create better customer experiences Article

5 behaviors every leader should adopt to create better customer experiences

Good leadership paired with good company culture leads to happy employees

Why new college grads should try a customer support career Article

Why new college grads should try a customer support career

Customer support agents gain a wide range of skills that can lead to big opportunities

Who you gonna call? Your dedicated Advocacy Relationship Manager Article

Who you gonna call? Your dedicated Advocacy Relationship Manager

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to…

How Businesses use Machine Learning for Customer Experience Article

How Businesses use Machine Learning for Customer Experience

Leveraging data to predict customer satisfaction is more important than ever––it can help your business engage…

Managing customer satisfaction surveys and ratings Article

Managing customer satisfaction surveys and ratings

Today, as part of our Zendesk on Zendesk discussion series, I’ll shed some light into how…

Retailers: Is it time to perform a customer service audit? Article

Retailers: Is it time to perform a customer service audit?

Customer service—pre- or post-purchase—is a big part of the consumer experience. And it’s just when a…

The skill every great chat agent needs to have Article

The skill every great chat agent needs to have

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila,…

C-TRON—a blast from the past Video

C-TRON—a blast from the past

Tips for practicing customer empathy Article

Tips for practicing customer empathy

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role…

When employees are happy, business booms Article

When employees are happy, business booms

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but…

Customer service starter pack: five resources for managing a stellar support team Article

Customer service starter pack: five resources for managing a stellar support team

Managing a customer service team isn't easy. Get a head start with these five resources from…

12 tips for maximizing your ecommerce customer service Article

12 tips for maximizing your ecommerce customer service

From live chat to help desks to strategies for scaling, here are 12 ways to help deliver sensational ecommerce customer service. Zendesk customer Pickaweb explains the benefits of using integrated customer service software.

Cheers to a job well done: Why peer recognition matters Article

Cheers to a job well done: Why peer recognition matters

Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain,…

It pays to be socially responsible: introducing Zendesk’s new startup initiative Article

It pays to be socially responsible: introducing Zendesk’s new startup initiative

What's better than a socially responsible startup? Lots of socially responsible startups. Zendesk has a new…

How retail employee satisfaction affects the bottom line Article

How retail employee satisfaction affects the bottom line

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one…

Start your day with coffee, breakfast, and a great customer support newsletter Article

Start your day with coffee, breakfast, and a great customer support newsletter

A good curated newsletter delivers only the best, most useful information right to your inbox. Here…

Forrester’s Predictions 2016: The eCommerce Gap Widens Article

Forrester’s Predictions 2016: The eCommerce Gap Widens

As anyone who’s ever developed or marketed a website knows, the Internet can be both a…

Zendesk Deep Dive: Multibrand Article

Zendesk Deep Dive: Multibrand

Customer needs are unique and your support workflows need to be, too. Perhaps you’re managing multiple…

A day in the life of a Zendesk advocate Article

A day in the life of a Zendesk advocate

As a designer, I am somewhat removed form our customers. Thankfully, the Zendesk support team let…