Maximize customer service training

June 19, 2017

Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced

Building trust with automatic answers

June 16, 2017

Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction

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

Which call center metrics should you really focus on?

June 12, 2017

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

Get motivated with customer service quotes

June 6, 2017

We collected some customer service quotes to look to when the going gets tough

3 Results of bad customer service

June 2, 2017

Here’s a list of what providing bad customer service can do for your company

Support falls flat without customer engagement

June 2, 2017

Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers

Multi-channel customer service, made-to-order

June 1, 2017

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

Let’s get serious about improving the customer experience

May 26, 2017

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience

5 Things to do before you switch solutions

May 9, 2017

Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So why switch solutions? Because according to a recent study by Forrester, if the switch is to Zendesk, it’s worth it

What is excellent customer service?

April 14, 2017

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

Why live chat is better for everyone

April 11, 2017

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

5 behaviors every leader should adopt to create better customer experiences

November 11, 2016

Good leadership paired with good company culture leads to happy employees

5 traits of the perfect customer service employee

September 9, 2016

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for the role of customer support agent, while others don’t. So what is it that makes these “perfect” individuals different? What are the traits that make them the ideal candidates

3 ‘must-haves’ for building long-term customer relationships

August 24, 2016

Long-term customer relationships don’t happen overnight. They begin the first time a customer engages with your business and continue with each interaction. That includes everything from

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

Customer service starter pack: five resources for managing a stellar support team

May 31, 2016

Managing a customer service team isn’t easy. Get a head start with these five resources from customer service leaders.

Customer service management—not by the numbers

February 5, 2015

Paint by numbers kits have allowed millions of people to create their own masterpieces for decades now. The kits provide a controlled environment—the brushes, the paint, the canvas, and the numbers never

Writing Great Emails to Customers: Q&A with Leslie O’Flahavan

November 4, 2014

There’s no denying that the Internet and social media are changing the way we all communicate. The shift isn’t limited to personal conversations and mass media: Traditional companies are also

Ask the right questions: conducting a customer service job interview

August 7, 2014

While an interview provides a great opportunity to learn about a customer service job candidate’s skills and abilities, it’s equally, if not more important, to make sure that they are also a good match for your organization

Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha

July 15, 2014

Frank Pietrucha will be joining Zendesk for a live webinar on July 22nd. To prepare for the event, we talked with Frank about how to explain complicated concepts

Use your phone for more than pictures of lunch: tips for screening job candidates

June 24, 2014

It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the person responsible for hiring new support staff in your organization, this is something you’ll be doing regularly

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.

A new book that’s destined for the best-seller list (fingers crossed)

June 11, 2014

To celebrate the recent release of Practical Zendesk Administration’s 2nd edition, today we turn the blog reins over to Anton de Young, who manages our documentation and training teams, and who is more commonly found in our Help Center