Customer service management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
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Article Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Article Everything you need to know about the SLA (+ 3 free templates)
Learn what goes into an SLA, why they're important, and how to write one.
Article Customer success for the win-win
Your customers live busy lives, so you have to enable your customer success team to make…
Article Increase conversions with chat
While adding a live chat channel can increase website conversion rates by 29 percent, you can…
Article Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what?…
Article The art of the ticket escalation process
Most customer issues are resolved on the front lines: with the service agents tasked with walking…
Guide Agent Experience Guide
Customer support agents have a tough job. They need to make sure customers are getting what…
Guide Agent Life Cycle Guide
Your support agents interact with customers more than just about anyone else in your company. They…
Article Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time…
Article Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…
Article How to be human while collecting customer data
Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions…
Video Schedules in Zendesk Support
With Schedules in Zendesk Support you can build workflows and analysis around the hours of your…
Article 3 ways to achieve better self-service
Most customers would rather help themselves than reach out to an agent. In order to deliver…
Article Improve remote support with a follow the sun model
The sun never sets for businesses that rely on remote support, and global support, for customer…
Infographic Customer engagement with agile customer care
Every interaction with a customer provides companies with an opportunity to not only provide a great…
Infographic Top customer experience with agile customer care
Customers have more options than ever before. So any company looking to build long-term relationships, and…
Infographic Increase revenue with agile customer care
Some companies look at customer service as a drain on resources. As a result, customer service…
Article 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…
Infographic In good company: Expand support beyond customer service
Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed…
Article Top 3 complaints from customer support agents
We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found…