The best customer support metrics to highlight your team’s performance

December 6, 2017

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

Execs need to be the kind of leaders people want to follow

December 5, 2017

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.

Guide the customer to the right channel

November 27, 2017

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

What you didn’t know about self-service: 5 departments that benefit, too

November 27, 2017

Self-service positively impacts every department within an organization, not just your team of agents or the customers they’re working hard to serve. When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up. Here's how.

Choose wisely: What to ask a potential vendor

November 21, 2017

The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful. We've created a short, interactive experience to help prioritize which questions are most important to ask

Why staffing can make or break your omnichannel strategy

November 20, 2017

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

4 industry leaders on how they use the Knowledge Capture app

November 17, 2017

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.

SEO and customer service: The benefits of aligning efforts

November 16, 2017

Did you get here after googling a search term? Your customers find you this way, too. Here's how to be a customer service hero by leveraging SEO, or search engine optimization, to improve your ticket deflection rate and more.

Businesses are made up of people

November 16, 2017

Zendesk lesson #3: Businesses are made of people, and those people have relationships and ties to the communities they live in. I’ve been a part of Zendesk for five and a half years

Selling enterprise business software can be exciting. Really.

November 16, 2017

Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring. In March of this year, 28 Zendesk customers flew to snowy Ottawa, Canada, for our quarterly Service Leadership

Why it’s worth having your own branded community

November 13, 2017

There are many surprising benefits to hosting a branded community in addition to supplementing a help portal, including better SEO, knowledge sharing, customer engagement, and more

Agilyx partners with Zendesk to scale for size and international growth

November 9, 2017

Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service

Raising the bar as a customer support leader

November 7, 2017

There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them

Time to tackle your ticket backlog

November 1, 2017

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

Support beyond tickets

October 31, 2017

Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.

Admins are artists. Give them a better paintbrush

October 26, 2017

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

What it’s like on the front lines of support

October 25, 2017

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.

Ibotta scales training hurdles with Zendesk and Lessonly

October 24, 2017

Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management

Reducing the stress of constant contact

October 23, 2017

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

Map a customer-centric omnichannel support strategy

October 20, 2017

The best omnichannel strategy is designed around the customer so that they can move as fluidly between channels as your agents can

8 Customer service baselines

October 19, 2017

Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service

Agent feedback: putting the pieces together

October 11, 2017

When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

Shopify brings the customer journey full circle

October 10, 2017

While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company

Design a strategy for seamless omnichannel support

October 10, 2017

Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of your business