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Article
2 min read
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
Article
4 min read
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article
4 min read
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Article
3 min read
Tip of the Week: Auto-assigning Tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
Article
5 min read
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Article
6 min read
What it’s like on the front lines of support
Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Article
3 min read
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…
Article
3 min read
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Article
4 min read
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and…
Article
4 min read
The art of business analysis in customer support
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…
Article
6 min read
Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
Article
3 min read
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…
Article
3 min read
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…
Article
8 min read
What is the follow-the-sun model? Advantages + strategy
The sun never sets for businesses that rely on remote support, and global support, for customer…
Article
5 min read
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…
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