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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What is change management? Article

What is change management?

Change management is the process and tools a company can use to prepare individuals for organizational change. Learn how to make changes stick and succeed.

Metrics & KPIs for measuring change management, according to 2 change leaders Article

Metrics & KPIs for measuring change management, according to 2 change leaders

Your guide to change management metrics and KPIs.

Make a change management plan: the expert’s guide to how and why Article

Make a change management plan: the expert’s guide to how and why

Learn why change management matters to employee morale and successful business changes

7 steps of a successful change management process Article

7 steps of a successful change management process

Change is hard. The goal is to support, equip, and prepare your employees for change so you don’t have to expose your customers to what’s happening behind the scenes

Helping to prepare your team: Getting the most from Zendesk Article

Helping to prepare your team: Getting the most from Zendesk

We've compiled a list of our product features and ideas to help your team continue to work effectively from home

Better customer experiences with omnichannel engagement White Paper

Better customer experiences with omnichannel engagement

Designing a support experience that enables you to have natural conversations with your customers regardless of…

Fullscript’s best practices for scaling support operations Article

Fullscript’s best practices for scaling support operations

When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents

A guide to customer service training (+ a free template) Article

A guide to customer service training (+ a free template)

Serve your customers better and prepare your team for success with these customer service training ideas.

Building and managing a virtual support team Article

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…

3 ways to make AI practical and accessible in CX Article

3 ways to make AI practical and accessible in CX

Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

6 productivity tips for customer support agents Article

6 productivity tips for customer support agents

Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency

3 best practices to cultivate loyalty in customer service Article

3 best practices to cultivate loyalty in customer service

There are actionable ways to drive loyalty through your customer support. And loyalty really matters

40 customer service quotes to get you motivated Article

40 customer service quotes to get you motivated

Tackle the ups and downs of working in customer service with some of the most inspirational quotes from the experts.

Providing great social media customer service

Providing great social media customer service

What is social media customer service? Social media customer service is offering support through social channels,…

Here’s what it takes to be a great customer service leader 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…

What is service recovery? Steps, examples & importance Article

What is service recovery? Steps, examples & importance

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

Time to team up: Zendesk’s new partner program 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

The 5 most important customer service techniques 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

The secret to a better CX: an improved agent experience 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…

How Homebridge scaled with Zendesk Article

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…