Customer support 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.
Latest stories
Article
6 min read
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.
Article
4 min read
Agent feedback: putting the pieces together
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
Article
2 min read
Keep support knowledge fresh and useful
Knowledge is the product that your support team owns and builds every day
Article
5 min read
Making the most of an NPS survey
What can an NPS survey tells you about your customer experience?
Article
3 min read
5 benefits of turning know-how into knowledge
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Article
3 min read
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Article
4 min read
Sales and support: aligning to improve customer retention
Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition
Article
4 min read
Introducing Textback, born in our hackathon
Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.
Article
3 min read
Save the day with a churn survey
A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn
Article
5 min read
Pain points of live chat and how to solve them
With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.
Article
3 min read
6 Benchmarking best practices
Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices
Article
3 min read
Customize your CSAT survey
The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost
Article
4 min read
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and…
Article
2 min read
Sharing customer feedback
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
Article
3 min read
Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation? It could be the literal million-dollar question.
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