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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Tiers for fears: Is tiered support for you? Article

Tiers for fears: Is tiered support for you?

If you’re a business with consistently growing customer base and ticket volume, it might be time…

Why firsthand product experience is the best teacher Article

Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…

How to be human while collecting customer data Article

How to be human while collecting customer data

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions…

Schedules in Zendesk Support Video

Schedules in Zendesk Support

With Schedules in Zendesk Support you can build workflows and analysis around the hours of your…

How to Deliver Better Customer Service This Year Article

How to Deliver Better Customer Service This Year

Watch our recent webinar, featuring Forrester analyst Kate Leggett, that will offer concrete ways to assess…

3 ways to achieve better self-service Article

3 ways to achieve better self-service

Most customers would rather help themselves than reach out to an agent. In order to deliver…

Improve remote support with a follow the sun model Article

Improve remote support with a follow the sun model

The sun never sets for businesses that rely on remote support, and global support, for customer…

The best customer service is a group effort Article

The best customer service is a group effort

Many teams at your company help to support the relationship between your business and your customers.…

Customer engagement with agile customer care Infographic

Customer engagement with agile customer care

Every interaction with a customer provides companies with an opportunity to not only provide a great…

Top customer experience with agile customer care Infographic

Top customer experience with agile customer care

Customers have more options than ever before. So any company looking to build long-term relationships, and…

Increase revenue with agile customer care Infographic

Increase revenue with agile customer care

Some companies look at customer service as a drain on resources. As a result, customer service…

Advocate Spotlight on Tier 3: Bringing a hive mentality to work Article

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn…

In good company: Expand support beyond customer service Infographic

In good company: Expand support beyond customer service

Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed…

Top 3 complaints from customer support agents Article

Top 3 complaints from customer support agents

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found…

How to improve customer service: align the company with shared goals Article

How to improve customer service: align the company with shared goals

As head of customer service, you know better than anyone the importance of customer service. Today’s…

Beyond FAQ: how support can create great customer experiences Article

Beyond FAQ: how support can create great customer experiences

A well-designed FAQ that matches the look, feel, and tone of the business should be top…

Adobe and Zendesk: powering multi-channel customer experiences Article

Adobe and Zendesk: powering multi-channel customer experiences

In order to deliver a great experience to a wider set of customers, Zendesk and Adobe…

From Cost Center to Profit Center: the Potential ROI of Zendesk Article

From Cost Center to Profit Center: the Potential ROI of Zendesk

Our 30 minute webinar discusses The Total Economic Impact™ of Zendesk, a December 2016 commissioned study…

Which comes first, the customer or agent experience? Article

Which comes first, the customer or agent experience?

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…

5 tips for training call center agents Article

5 tips for training call center agents

Did you know that agent demeanor is even more important to consumers than fast resolution or…