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.

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The ROI of CX transformation White Paper

The ROI of CX transformation

This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.

Gartner’s predictions for 2021: CRM customer service and support White Paper

Gartner’s predictions for 2021: CRM customer service and support

As your approach to customer service matures, the complexity of your customers’ issues increases.

Report: Over the Top (OTT) Support White Paper

Report: Over the Top (OTT) Support

Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.

How knowledge-centered service benefits customer support teams Article

How knowledge-centered service benefits customer support teams

What is knowledge centered support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger

How to introduce support reps to your CX strategy Guide

How to introduce support reps to your CX strategy

When shifting your CX strategy, your support representatives are an important resource. They know your product…

4 ways to build customer service enablement Article

4 ways to build customer service enablement

Designing, developing, and deploying great customer service training is far easier said than done. But with these four steps, trainers and managers can align agents and roll out training quickly at scale.

A tactical guide to preventing and surviving a social media crisis Article

A tactical guide to preventing and surviving a social media crisis

Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…

How gamification is leveling up customer service Article

How gamification is leveling up customer service

Exponential growth in customer expectations, an increasingly competitive consumer market, the global influx of customer complaints…

11 support tools every customer service team should have Article

11 support tools every customer service team should have

Customer experience management is about providing consistent service. Here's our expert advice on how to do that.

An enterprise guide to personalized service Article

An enterprise guide to personalized service

Enterprise companies often get a bad rap when it comes to personalized service. It’s on you to change the narrative.

The ultimate guide to customer segmentation for support teams Article

The ultimate guide to customer segmentation for support teams

If you’re not using customer segmentation for support, you're missing out. Here's how to put segmentation to work for your support team.

Why experience data is key to better customer service Article

Why experience data is key to better customer service

Today, quality customer service is more important than ever. One in three customers are abandoning brands…

Report: CX Champions of Europe White Paper

Report: CX Champions of Europe

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Europe are driving CX success.

Report: CX Champions of Asia Pacific White Paper

Report: CX Champions of Asia Pacific

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how CX Champions across the Asia Pacific region are driving CX success.

Report: CX Champions of Latin America White Paper

Report: CX Champions of Latin America

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Latin America are driving CX success.

Report: CX Champions of North America White Paper

Report: CX Champions of North America

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how leaders in the United States and Canada are driving CX success.

3 reasons conversational commerce fails (& how to make it work) Article

3 reasons conversational commerce fails (& how to make it work)

Have you been thinking about conversational commerce all wrong? Here are the top mistakes companies make, and how to avoid them.

8 Questions CX leaders must answer before creating a customer experience map Article

8 Questions CX leaders must answer before creating a customer experience map

This planning guide will help you create a CX map that gives your team the insights they need to deliver excellent customer experiences.

How to identify and support your most valuable customer segments Article

How to identify and support your most valuable customer segments

Using segmentation to better serve your best customers.

The new rules for customer service outsourcing in a changing world Article

The new rules for customer service outsourcing in a changing world

Here are four questions you should ask before getting started with an outsourcer.