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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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
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
Companies are using chatbots to scale more and more. While chatbots are powerful engagement tools, they…
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Did you get here after googling a search term? Your customers find you this way, too.
Businesses are made of people, and those people have relationships and ties to the communities they live in
With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents
There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it.