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, but putting an actionable strategy in place will ensure that your customers stick around.
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.
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and sustaining your customer service organization
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
Today’s tip of the week describes how to automatically route tickets to a particular agent, or agents, in your account. It also describes how tickets from one end-user or organization can be sent by default to the same agent. Why would you want to route tickets to one agent or one group of agents? Some […]
Earlier on in my career, I was looking to join a company whose vision and executive leadership I believed in. I thought I’d found that.
Zendesk has grown from 3 friends who wanted to make customer support simple to 2,000 employees around the globe all carrying out that same vision.
Let's take a look at some great new integrations designed to improve and extend your use of Zendesk with new integrations for November 2017
Support is often geared to the needs and capabilities of a company. It's time to put the customer first.
At Zendesk we're expecting 2018 to bring a rush of questions and requests from customers as they build out their own privacy and compliance programs.
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up.
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.
Did you get here after googling a search term? Your customers find you this way, too