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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Mix it up: rotating customer support jobs 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

Everything you need to know about the SLA (+ 3 free templates) Article

Everything you need to know about the SLA (+ 3 free templates)

Learn what goes into an SLA, why they're important, and how to write one.

Customer success for the win-win Article

Customer success for the win-win

Your customers live busy lives, so you have to enable your customer success team to make…

Increase conversions with chat Article

Increase conversions with chat

While adding a live chat channel can increase website conversion rates by 29 percent, you can…

Setup your agents and end-users for success with Chat 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?…

The art of the ticket escalation process Article

The art of the ticket escalation process

Most customer issues are resolved on the front lines: with the service agents tasked with walking…

Agent Experience Guide Guide

Agent Experience Guide

Customer support agents have a tough job. They need to make sure customers are getting what…

Agent Life Cycle Guide Guide

Agent Life Cycle Guide

Your support agents interact with customers more than just about anyone else in your company. They…

Tiers for fears: Is tiered support for you? 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…

Why firsthand product experience is the best teacher 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…

How to be human while collecting customer data 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…

Schedules in Zendesk Support Video

Schedules in Zendesk Support

With Schedules in Zendesk Support you can build workflows and analysis around the hours of your…

3 ways to achieve better self-service Article

3 ways to achieve better self-service

Most customers would rather help themselves than reach out to an agent. In order to deliver…

Improve remote support with a follow the sun model Article

Improve remote support with a follow the sun model

The sun never sets for businesses that rely on remote support, and global support, for customer…

Customer engagement with agile customer care Infographic

Customer engagement with agile customer care

Every interaction with a customer provides companies with an opportunity to not only provide a great…

Top customer experience with agile customer care Infographic

Top customer experience with agile customer care

Customers have more options than ever before. So any company looking to build long-term relationships, and…

Increase revenue with agile customer care Infographic

Increase revenue with agile customer care

Some companies look at customer service as a drain on resources. As a result, customer service…

Advocate Spotlight on Tier 3: Bringing a hive mentality to work Article

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn…

In good company: Expand support beyond customer service Infographic

In good company: Expand support beyond customer service

Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed…

Top 3 complaints from customer support agents Article

Top 3 complaints from customer support agents

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found…