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.
Latest stories Page 9
Article The age of the customer: How companies transform their customer experience with Zendesk
“The customer is always right” is a phrase that Zendesk takes very seriously. What a…
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…
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…
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
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…
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.
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.
Article 5 top customer service traits and skills
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…
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
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
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
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
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
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
Article 5 benefits of using Zoom for remote customer support
Provide more in-depth and personalized remote support with Zoom and Zendesk integrations.
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.
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
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…
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.
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.