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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How to keep that personal touch as your company grows 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?

11 customer service response templates to improve workflow Article

11 customer service response templates to improve workflow

Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.

The 3 keys to silo-free, scalable self-service 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.

Do you need a customer service BPO? 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

Solving your customer problems without causing more problems 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

Customer support 2022: Definition, importance & tips Article

Customer support 2022: Definition, importance & tips

Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.

4 tips for springboarding from Tier 1 support 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

5 fun facts about omnichannel support Infographic

5 fun facts about omnichannel support

Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…

How to structure product support Article

How to structure product support

Preparing agents and triaging tickets are especially important when it comes to structuring product support

Let the robots have those jobs—the evolving AI-agent relationship 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.

What is tier 0 customer support? Article

What is tier 0 customer support?

Tier 0 support is a great way to help your customers help themselves

Using AI for better self-service Guide

Using AI for better self-service

Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While…

Questions to ask when staffing chat Article

Questions to ask when staffing chat

Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support

How to implement proactive customer service, and examples of companies that did Article

How to implement proactive customer service, and examples of companies that did

Trust in institutions is at an all-time low. With spam galore, data privacy in question, and…

Agility and the total cost of the customer experience White Paper

Agility and the total cost of the customer experience

Introduction Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.…

Your customer base is expanding—is your self-service scaling with it? White Paper

Your customer base is expanding—is your self-service scaling with it?

The start of a new chapter of your business, whether you’re moving upmarket or adding products…

Customer service structure: how to build an effective support team Guide

Customer service structure: how to build an effective support team

What does a successful customer support team look and feel like? How can companies deliver good…

Rethinking customer service skills for the new era of retail White Paper

Rethinking customer service skills for the new era of retail

Customer experience is a front-and-center variable in the retail industry’s ongoing evolution. While experience-focused leadership positions…

How Slack changed the way we work by putting the customer experience first Article

How Slack changed the way we work by putting the customer experience first

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Your guide to omnichannel support Guide

Your guide to omnichannel support

Your door is always open, regardless of your business or support hours. Today’s customers ask questions…