Are proactive chat scripts the answer?

June 16, 2017

How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?

Mix it up: rotating customer support jobs

June 12, 2017

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

Improve your support tickets with video

June 9, 2017

A well-done, just-the-right-length how-to video can yield big relief at one more problem off the table. Which is where our friends at Wistia come in

Keeping your word: the support SLA

June 5, 2017

A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?

First contact resolution: beacon of good support?

May 30, 2017

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

Customer service terms everyone should know

May 29, 2017

To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization

Taking the long view: agent life cycle

May 29, 2017

No matter the type of business, customer service agents are very often the first people customers and prospects speak with

You don’t always need call center scripts

May 25, 2017

Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

Setup your agents and end-users for success with Chat

May 25, 2017

You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents

Improve the agent experience for happier customers

May 22, 2017

In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies

Ticket deflection: the currency of self-service

May 22, 2017

New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection

Work smarter: live chat best practices

May 17, 2017

As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers

The art of the ticket escalation process

May 15, 2017

Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns. But what if an issue raised in a ticket in turn raises more questions

Tiers for fears: Is tiered support for you?

May 11, 2017

If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support

Why firsthand product experience is the best teacher

May 11, 2017

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about

How to get new software approved

May 2, 2017

Switching to a new customer support software solution requires involvement from various teams within your organization, even the ones who won’t use it everyday. But if you take the time to make your case and work with your organization, you can illustrate the benefits and get new software approved

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

April 12, 2017

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one

Which comes first, the customer or agent experience?

March 16, 2017

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and

5 tips for training call center agents

March 14, 2017

Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone

Improved agent experience leads to improved retention and ROI

March 8, 2017

As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]

An unlikely advocate for Advocacy

January 17, 2017

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team

Sh*t support agents say

December 21, 2016

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story

Happy agents provide the best customer experiences

September 8, 2016

When a customer reaches out to an agent for support, it’s probably because they were unable to solve the problem on their own. This might sound distressing, and it might well be a sign that your self-service needs some attention. On the other hand, any time that agents interact

How customer service agents can think like memory athletes

July 7, 2016

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about