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

Top 3 complaints from customer support agents

April 10, 2017

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on

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 […]

How efficient customer service affects your bottom line

February 15, 2017

Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use

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

Shadowing: A day in the life of a Tier 1 advocate

February 4, 2016

Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his degree in Resort & Hotel Management in college, Rodney planned on a career in business and hotel management. Instead, he

Trick or trick: the ticket monsters of customer service (and how to conquer them)

October 30, 2014

For many, Halloween is a holiday that comes once a year: a celebration filled with gratuitous amounts of candy, costumes, and childlike bliss. For customer service agents, however, every day can feel like Halloween

Why employee retention matters

October 15, 2014

Want to develop lasting relationships with your customers? Think about how to develop lasting relationships with your employees first.

What should great customer engagement look like?

September 17, 2014

It seems like every headline today promises mind-blowing information (thanks, BuzzFeed!). With today’s Illuminate event, we’re aiming for

How Real-time Customer Feedback Helps your Agents Improve Faster

June 25, 2014

Seeking feedback throughout the support process is essential to high-quality customer support

What customer service and content marketing can learn from each other

June 18, 2014

Lately we’ve been wondering why there isn’t more collaboration between content-producing marketing teams and customer support and documentation teams. After all, both share a broad agenda

Taking care of customers by taking care of your team

June 12, 2014

The secret sauce to any great customer service and support organization is the people who work in it.