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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Happy agents provide the best customer experiences Article

Happy agents provide the best customer experiences

When a customer reaches out to an agent for support, it’s probably because they were unable…

Retailers: Is it time to perform a customer service audit? Article

Retailers: Is it time to perform a customer service audit?

Customer service—pre- or post-purchase—is a big part of the consumer experience. And it’s just when a…

The skill every great chat agent needs to have Article

The skill every great chat agent needs to have

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila,…

Tips for practicing customer empathy Article

Tips for practicing customer empathy

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role…

When employees are happy, business booms Article

When employees are happy, business booms

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but…

Customer service starter pack: five resources for managing a stellar support team Article

Customer service starter pack: five resources for managing a stellar support team

Managing a customer service team isn't easy. Get a head start with these five resources from…

12 tips for maximizing your ecommerce customer service Article

12 tips for maximizing your ecommerce customer service

From live chat to help desks to strategies for scaling, here are 12 ways to help deliver sensational ecommerce customer service. Zendesk customer Pickaweb explains the benefits of using integrated customer service software.

ICMI report: Uncover the Hidden Profits in Your Contact Center Article

ICMI report: Uncover the Hidden Profits in Your Contact Center

This whitepaper provides actionable insights on how to effectively deliver value in four key areas and…

Cheers to a job well done: Why peer recognition matters Article

Cheers to a job well done: Why peer recognition matters

Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain,…

4 ways for businesses to dream big, even while starting small Article

4 ways for businesses to dream big, even while starting small

As a small business owner, you have much more on your plate than customer support, but…

It pays to be socially responsible: introducing Zendesk’s new startup initiative Article

It pays to be socially responsible: introducing Zendesk’s new startup initiative

What's better than a socially responsible startup? Lots of socially responsible startups. Zendesk has a new…

How retail employee satisfaction affects the bottom line Article

How retail employee satisfaction affects the bottom line

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one…

How Tango benefited from hiring a remote customer service team Article

How Tango benefited from hiring a remote customer service team

When Tango, a leading mobile messaging app, experienced a high-growth period, they were adding hundreds of…

Start your day with coffee, breakfast, and a great customer support newsletter Article

Start your day with coffee, breakfast, and a great customer support newsletter

A good curated newsletter delivers only the best, most useful information right to your inbox. Here…

Retailers connect on all the right channels Article

Retailers connect on all the right channels

Innovative brands know that some channels serve customers better than others. These retailers share why multi-channel…

3 steps to achieving customer satisfaction and loyalty Article

3 steps to achieving customer satisfaction and loyalty

Isn’t it enough that customers find a product appealing, the service high-quality, and the price reasonable?…

Bookworms make the best customer service agents Article

Bookworms make the best customer service agents

Finding and hiring great customer service agents is hard. Over three years ago, in a post…

A day in the life of a Zendesk advocate Article

A day in the life of a Zendesk advocate

As a designer, I am somewhat removed form our customers. Thankfully, the Zendesk support team let…

Shadowing: A day in the life of a Tier 1 advocate Article

Shadowing: A day in the life of a Tier 1 advocate

Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his…

How to provide feedback to mentees that doesn’t sound like criticism Article

How to provide feedback to mentees that doesn’t sound like criticism

Meet Benjamin, a veteran Tier 1 advocate working from Zendesk’s Madison, Wisconsin office. When he joined…