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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Building a best-in-class customer self-service experience Guide

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team, and your company…

Team up on self-service with Team Publishing White Paper

Team up on self-service with Team Publishing

The key to a great self-service experience for your customers is having great content. In order…

Onboarding a business process outsourcer? Follow the four “Ts” Article

Onboarding a business process outsourcer? Follow the four “Ts”

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

How to get started with Omnichannel Customer Engagement Article

How to get started with Omnichannel Customer Engagement

Customer interactions are constantly evolving in the ways customers communicate, the channels they use, and how…

Every ticket is a puzzle: One advocate’s drive to solve them Article

Every ticket is a puzzle: One advocate’s drive to solve them

Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.

Providing automated self-service where customers (and agents) want it most Article

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.

5 qualities of the perfect customer service employee Article

5 qualities of the perfect customer service employee

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…

6 steps towards developing a customer support career path Article

6 steps towards developing a customer support career path

As with any profession, a customer support career path can movie in many different directions

6 keys to a successful ticket escalation process Article

6 keys to a successful ticket escalation process

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

Omnichannel vs. the other way Article

Omnichannel vs. the other way

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

Start your omnichannel journey the right way Article

Start your omnichannel journey the right way

Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

What to consider before you offer global support training Article

What to consider before you offer global support training

Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them

Take a customer-facing approach to your internal knowledge base Article

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.

How to create raving fans with legendary customer service Article

How to create raving fans with legendary customer service

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…

International relations 101: The keys to multilingual support success Article

International relations 101: The keys to multilingual support success

Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.

Be ready for anything: support forecasting and scheduling Article

Be ready for anything: support forecasting and scheduling

Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.