Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Here's why omnichannel support for agents and customers is a necessity
Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education
Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
Language doesn’t need to be a barrier in your efforts at going global
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.
It’s that time again….we’re updating our terms and policies to make it easier for you to understand how we supply our services to our subscribers
With the Zendesk App for Slack, great customer service can now happen anywhere in your organization—right where work happens
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
The Zendesk Suite bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution
Instead of asking “How can my support team keep up?” consider a different question: “What are the most important situations in our customers’ journey around which our support team can design proactive engagement and support?”
Zendesk's new podcast, Repeat Customer, is devoted to going behind the scenes of brands with truly great customer experiences
Zola combines compassionate customer service with modern tools and technology
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
CircleCI relies on Zendesk to connect its remote, distributed technical support team with its customers. The company has seen gains in efficiency and satisfaction and built a custom open source Slack integration using the Zendesk API.
