Customer support

Article
14 min read

Customer service ROI: How to measure and improve it

Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.

Article
11 min read

Ticket escalation: What it is + 8 ways to manage it

Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.

Article
4 min read

Best books to step up your customer service game in 2015

2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard…

Article
5 min read

Customer service management: Key benefits and strategies

Effective customer service management can improve customer loyalty and employee retention. Read along to learn its benefits, how to implement it, and more.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
15 min read

How to hire customer support agents in 8 steps

Struggling to find the right customer support talent? Our guide shows you step-by-step instructions on how to hire customer service reps who create exceptional experiences.

Article
3 min read

Automatically turn voicemails into support tickets

This is a guest blog by James W. Breeden, CEO of LiveAir Networks. He describes how…