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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
34 min read

33 customer service interview questions and answers to identify outstanding talent

Our list of the best customer service interview questions and answers can help you build your dream team.

Article
13 min read

How to hire customer support agents

Customer service matters. It affects your bottom line and how your brand is perceived by the…

White Paper
4 min read

Do you really need a technical writer for your knowledge base?

Building a knowledge base for internal reference or customer self-help is a long-term commitment. You not…

Article
2 min read

The vitals of virtual support teams

The benefits and key considerations of hiring and managing virtual teams in today's technology-supported working environment.

Infographic
1 min read

Winning Customer Service

Customer service can be like a game. If so, how do you win? There are many…

Article
2 min read

Keeping things fresh with rotating roles

One of the first and most fundamental steps your company can take on it’s journey to…

Article
3 min read

Don't panic: 6 steps for dealing with service disruptions

Service disruptions have an enormous impact on customers, so it’s best to have a plan in…

Article
2 min read

Understaffed and extra busy? Here's how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

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Zendesk Insights: Advanced Analytics & Reporting

Article
7 min read

5 steps to setting better customer service goals

Finding the right balance for setting customer service goals is integral to the success of any team

White Paper
12 min read

Matchmaking in the cloud: a perfect marriage of sales and support

This paper describes why integrations of best-of-breed tools in the cloud will outperform standard all-in-one platforms.…

Infographic
1 min read

Self-service: do customers want to help themselves?

Studies of customer feedback tell us that more and more customers prefer self-service over contacting a…

White Paper
10 min read

One face of the brand customer support

Streamlining and improving the customer service experience has been proven to increase profits for retailers.1 Simply…

Article
1 min read

What Airbnb customer service learned while rapidly scaling their support

With Jessica Semaan Customer service can be a lot like a romantic relationship—you have to nurture…

Article
3 min read

Tip of the week: Escalating tickets

One common step in ticket workflows is escalation of issues from agent to agent, or team…

Article
4 min read

How to Say You're Sorry

If you screw up you should apologize. Period. Even if the wronged party cops a major…

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