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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Providing great social media customer service
What is social media customer service? Social media customer service is offering support through social channels,…
Article Here’s what it takes to be a great customer service leader
Good customer service is quickly becoming a core value to companies and has never been more…
Article Service recovery guide: 6 steps to build your service recovery program
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help
Article Building a business on customer empathy
Customer empathy is the ability to see things from the customer's perspective. Walking a mile in customers' shoes has bigtime business value.
Article Time to team up: Zendesk’s new partner program
Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences
Article The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
Guide The secret to a better CX: an improved agent experience
65% of customers say they expect customer service to be faster than it was 5 years…
Article How Homebridge scaled with Zendesk
As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…
Guide How 8 companies deliver exceptional customer experience at scale
Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…
Article The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
Infographic 4 steps to optimize your customer service technology
Implementing your technology solution is a major milestone—and just the first step in a journey. As…
Article How to improve agent productivity for a better CX
As your business grows, the complexity of providing customer service grows as well. You have more…
Article Best practices for mastering change management
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
Article How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Guide Make your work flow : 5 steps to scale your support operations
For growing businesses, effectively fielding every customer service inquiry becomes more and more challenging. Having the…
Article Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Article Call center management best practices: 8 tips for success
Master call center management using workforce optimization techniques, scheduling, and call center technology.
Article 6 call center script best practices
The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.
Article Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Help customers help themselves with AI
With the variety of ways that customers reach out for support—like via email, calling over the…