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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Article 7 steps of a successful change management process
Change is hard. The goal is to support, equip, and prepare your employees for change so you don’t have to expose your customers to what’s happening behind the scenes
Article Helping to prepare your team: Getting the most from Zendesk
We've compiled a list of our product features and ideas to help your team continue to work effectively from home
White Paper Better customer experiences with omnichannel engagement
Designing a support experience that enables you to have natural conversations with your customers regardless of…
Article Fullscript’s best practices for scaling support operations
When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents
Article Customer service training: Why it’s essential and how to implement it
Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.
Article Building and managing a virtual support team
Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…
Article 3 ways to make AI practical and accessible in CX
Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it
Article 6 productivity tips for customer support agents
Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency
Article 3 best practices to cultivate loyalty in customer service
There are actionable ways to drive loyalty through your customer support. And loyalty really matters
Article Nailed it: Customer service quotes to get you motivated
We collected some customer service quotes to look to when the going gets tough
Providing great social media customer service
What is social media customer service? Social media customer service is offering support through social channels,…
Article Here’s what it takes to be a great customer service leader
Good customer service is quickly becoming a core value to companies and has never been more…
Article Service recovery guide: 6 steps to build your service recovery program
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help
Article Building a business on customer empathy
Customer empathy is the ability to see things from the customer's perspective. Walking a mile in customers' shoes has bigtime business value.
Article Time to team up: Zendesk’s new partner program
Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences
Article The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
Guide The secret to a better CX: an improved agent experience
65% of customers say they expect customer service to be faster than it was 5 years…
Article How Homebridge scaled with Zendesk
As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…
Guide How 8 companies deliver exceptional customer experience at scale
Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…
Article The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how