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.

Latest stories Page 17

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Killing phone support can kill your business

No one relishes the thought of having to phone up a support agent to have their…

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Matchmaking in the cloud: a perfect marriage of sales and support

This paper describes why integrations of best-of-breed tools in the cloud will outperform standard all-in-one platforms.…

Self-service: do customers want to help themselves? Infographic

Self-service: do customers want to help themselves?

Studies of customer feedback tell us that more and more customers prefer self-service over contacting a…

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One face of the brand customer support

Streamlining and improving the customer service experience has been proven to increase profits for retailers.1 Simply…

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SEO for Zendesk Support

Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here…

What Airbnb customer service learned while rapidly scaling their support Article

What Airbnb customer service learned while rapidly scaling their support

With Jessica Semaan Customer service can be a lot like a romantic relationship—you have to nurture…

Tip of the week: Escalating tickets Article

Tip of the week: Escalating tickets

One common step in ticket workflows is escalation of issues from agent to agent, or team…

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Stop Snubbing Your Internal Customers

Who is an internal customer? A simple definition of an internal customer is anyone within an…

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Groupon: Defenders of the Customer Experience

“Zendesk’s macros are incredibly easy to use and customize. We know how we’ll they’re working whenever…

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How to Say You’re Sorry

If you screw up you should apologize. Period. Even if the wronged party cops a major…

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Always Be Prepared: Tips on Handling Online Complaints

It’s no secret that help desks can always improve on how, and how rapidly, they respond…

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Tip with a tweet for great customer service

When you have a great customer experience at a restaurant, you probably leave a generous tip,…

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Don’t Just Listen, Do Something with Customer Feedback

Bruce Temkin offers up some thoughts and resources about “customer connectedness”: Customer Connectedness: Is customer feedback…

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Geographically dispersed Element Customer Care gets on the same page

Based in Durham, North Carolina, Element Customer Care serves the cable industry with billing services, tech…

Tip of the Week: Turn Tickets into Prewritten Responses with Macros Article

Tip of the Week: Turn Tickets into Prewritten Responses with Macros

This blog post is a little old. For the most up to date info, read our…

The help desk, ITIL, and getting things done Article

The help desk, ITIL, and getting things done

A help desk is only as good as the processes you define for it. When setting…