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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Knowledge management best practices White Paper

Knowledge management best practices

A Q&A with Forrester’s Kate Leggett on knowledge management best practices Following our recent webinar, “How…

24/7 Support without 24/7 staff Article

24/7 Support without 24/7 staff

Demand for 24/7 support is almost certainly going to come as your business grows

What are your most important customer service objectives? Article

What are your most important customer service objectives?

We asked some customer experience experts to provide examples of important customer service objectives.

How Zendesk scaled to 100,000 customers in 150+ countries: simply and beautifully Article

How Zendesk scaled to 100,000 customers in 150+ countries: simply and beautifully

This webinar was originally published by the Growth Marketing Conference on Business2Community Webcasts. Zendesk has seen…

Using more than technical skills to solve technical issues Article

Using more than technical skills to solve technical issues

We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.

How Dollar Shave Club implemented AI with Zendesk Article

How Dollar Shave Club implemented AI with Zendesk

Artificial intelligence is likely to touch every aspect of our lives, including the way we experience…

The four C’s of cherry-picking Article

The four C’s of cherry-picking

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

Your customers want an omnichannel customer experience Article

Your customers want an omnichannel customer experience

An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience

Knowledge management cultivates high-performing teams Article

Knowledge management cultivates high-performing teams

The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource

Time to build a support operations team Article

Time to build a support operations team

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

Happier agents go with the flow Article

Happier agents go with the flow

Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.

Everyone is an SME in the self-service economy Article

Everyone is an SME in the self-service economy

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

Feedback is a gift—take it and optimize Article

Feedback is a gift—take it and optimize

If you want to provide optimal support, you need to focus on your agents and what they need

Product launches and the virtue of being vague Article

Product launches and the virtue of being vague

It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?

How to set up support tiers Article

How to set up support tiers

Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience

Are your customer service representatives happy? Article

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

8 support manager skills to develop Article

8 support manager skills to develop

6 support manager skills to focus on that will ensure your support team will be ready for anything

Growth requires change Article

Growth requires change

Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.

Multiple products still need to add up to one great experience Article

Multiple products still need to add up to one great experience

As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated

Vacation-ing the premises Article

Vacation-ing the premises

Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.