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.
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard.
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
How to set up support tiers
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
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.
Growth requires change
Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work, but putting an actionable strategy in place will ensure that your customers stick around.
Vacation-ing the premises
Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.
Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Be a good neighbor, become a good business with CSR
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up.
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
4 industry leaders on how they use the Knowledge Capture app
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
Did you get here after googling a search term? Your customers find you this way, too
Raising the bar as a customer support leader
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
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
8 Customer service baselines
Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service
Reduce customer effort with great service
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005
Providing a great customer experience during the holiday rush
To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help your team deflect more tickets and keep CSAT scores high
How’s your first reply time? Not fast enough.
Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family
Sales and support: Collaborating to increase growth
Businesses must seek to grow with existing clients and enhance the value of these relationships over time