Support agents can improve the ecommerce experience
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Happier agents go with the flow
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.
Are your customer service representatives happy?
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
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Vacation-ing the premises
Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Tip of the Week: Auto-assigning Tickets
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 […]
Time to tackle your ticket backlog
A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it.
What it’s like on the front lines of support
Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Reducing the stress of constant contact
Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.
Listening and leading by example
We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Agents need context to give personalized support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
How to make room in agents’ schedules to lend a hand
It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities
Why there’s no substitute for IRL support
The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits
Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced
Why firsthand product experience is the best teacher
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
The best customer service is a group effort
Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice
Advocate Spotlight on Tier 3: Bringing a hive mentality to work
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?
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
Supporting customers while supporting the community
Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the community helps him do a better job at work
An unlikely advocate for Advocacy
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