Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs

Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

We identify three customer service goals that companies can measure and the metrics they need to do so

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

Envoy, a Zendesk premier partner, shares how they quickly built an app for adding personalized touches to the customer experience, and did so with a flexible CRM platform

They also bring lousy headlines. Hey, they can’t all be hits

After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth

As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport

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.