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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It’s common knowledge that the benefits of self-service for your customers, your team, and your company…
The key to a great self-service experience for your customers is having great content. In order…
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
Customer interactions are constantly evolving in the ways customers communicate, the channels they use, and how…
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.
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…
As with any profession, a customer support career path can movie in many different directions
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
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
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 (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
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.
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…
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.
Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.