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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A Q&A with Forrester’s Kate Leggett on knowledge management best practices Following our recent webinar, “How…
Demand for 24/7 support is almost certainly going to come as your business grows
We asked some customer experience experts to provide examples of important customer service objectives.
This webinar was originally published by the Growth Marketing Conference on Business2Community Webcasts. Zendesk has seen…
We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.
Artificial intelligence is likely to touch every aspect of our lives, including the way we experience…
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
If you want to provide optimal support, you need to focus on your agents and what they need
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
6 support manager skills to focus on that will ensure your support team will be ready for anything
Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated