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 How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
Article 11 customer service response templates to improve workflow
Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.
Article The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
Article Do you need a customer service BPO?
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
Article Solving your customer problems without causing more problems
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
Article Customer support 2022: Definition, importance & tips
Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.
Article 4 tips for springboarding from Tier 1 support
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
Infographic 5 fun facts about omnichannel support
Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…
Article How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Article Let the robots have those jobs—the evolving AI-agent relationship
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
Article What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
Guide Using AI for better self-service
Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While…
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.…
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 Customer service structure: how to build an effective support team
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…