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.

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

A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.

By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient

A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.

With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution.

Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.

Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they’ll need descriptive analytics.

Live chat alone can’t define your customers’ experience – how they navigate the site, how they engage with support, and where they are on the customer journey all come into play.

Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?

Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results

It’s crucial that your live chat goals align with your business objectives. You don’t want an opportunity to slip by, so here are five business goals that can be supported (and more achievable) by offering live chat

For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.

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?

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

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.

Support is often geared to the needs and capabilities of a company. It's time to put the customer first.

For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.

What can an NPS survey tells you about your customer experience?

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple.