Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.

An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness

If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.

As your support teams grow, here are some tips on how to optimize operations at scale

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for

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.

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

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

While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two

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

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented