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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What can an NPS survey tells you about your customer experience?
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition
Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.
A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn
With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.
Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences
Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices
The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost
The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?
Alex has a background in technical support, but it was his experience as a history and…
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
What are the keys to transforming your customer service operation? It could be the literal million-dollar question.
Customer journey mapping helps a business understand the customer experience and meet customer needs at every touchpoint
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
How your agents handle the delicate back and forth of a live chat conversation matters. Some…
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Learn what goes into an SLA, why they're important, and how to write one.