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

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

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

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

We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community.

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.

B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.

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.

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

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

Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.

All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.

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?

Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.

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

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

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

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

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

Figuring out how to reduce customer churn can take a fair amount of work. Putting an actionable strategy in place will ensure that your customers stay.

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

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support

Conversational commerce is designed to connect customers with their favorite brands in real-time.

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.