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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Article Questions to ask when staffing chat
Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support
Article How to implement proactive customer service, and examples of companies that did
Trust in institutions is at an all-time low. With spam galore, data privacy in question, and…
White Paper Agility and the total cost of the customer experience
Introduction Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.…
Article Customer service glossary
The customer support business has its own vocabulary. Some of the words and phrases may be…
White Paper Your customer base is expanding—is your self-service scaling with it?
The start of a new chapter of your business, whether you’re moving upmarket or adding products…
Guide How to structure your customer service department
What does a successful customer support team look and feel like? How can companies deliver good…
White Paper Rethinking customer service skills for the new era of retail
Customer experience is a front-and-center variable in the retail industry’s ongoing evolution. While experience-focused leadership positions…
Article How Slack changed the way we work by putting the customer experience first
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Guide Your guide to omnichannel support
Your door is always open, regardless of your business or support hours. Today’s customers ask questions…
Article The age of the customer: How companies transform their customer experience with Zendesk
“The customer is always right” is a phrase that Zendesk takes very seriously. What a…
Guide Building a best-in-class customer self-service experience
It’s common knowledge that the benefits of self-service for your customers, your team, and your company…
White Paper Team up on self-service with Team Publishing
The key to a great self-service experience for your customers is having great content. In order…
Article Onboarding a business process outsourcer? Follow the four “Ts”
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers
Article How to get started with Omnichannel Customer Engagement
Customer interactions are constantly evolving in the ways customers communicate, the channels they use, and how…
Article Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
Article Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
Article 5 top customer service traits and skills
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…
Article 6 steps towards developing a customer support career path
As with any profession, a customer support career path can movie in many different directions
Article 6 keys to a successful ticket escalation process
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Article Three things to keep in mind when recruiting customer service agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents