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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Article More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Article Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
Article From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Infographic Your guide to the wonder years of knowledge management
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
Article The many roles of a customer service executive
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
Article 7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
Article How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
Article How to collaborate across teams to scale customer support
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
Article How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
Article The path to a better customer service workflow
You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.
Article The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
Article Do you need a customer service BPO?
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
Article Solving your customer problems without causing more problems
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
Article Customer support definition for 2021: customer service vs. customer support
Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.
Article 4 tips for springboarding from Tier 1 support
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
Infographic 5 fun facts about omnichannel support
Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…
Article How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Article Let the robots have those jobs—the evolving AI-agent relationship
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
Article What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
Guide Using AI for better self-service
Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While…