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5 min read

Text support: get it right the first time

Including text support as part of your multichannel strategy is a great way to provide better…

Article
5 min read

Inbound vs. outbound call centers: What's the difference?

Learn what makes an inbound call center and outbound call center different, and how they can benefit your business

Article
13 min read

Call center management: Best practices and top KPIs to elevate operations

Effective call center management helps you keep customers and support agents happy. Here's how to do it right.

Article
14 min read

Call center scripts: Script openings, best practices, and template

Consistently deliver excellent customer service experiences by using carefully written call center scripts.

Article
5 min read

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
11 min read

What is average handle time (AHT) and how do you calculate it?

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

Article
7 min read

How Strava cracked mobile support and engagement

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Article
4 min read

Hold the line—your new hold music has arrived

There are plenty of places to get high-quality on hold music for cheap—or even free.

Article
7 min read

Building real relationships through technology

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

Article
4 min read

Introducing Textback, born in our hackathon

Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.

Article
5 min read

6 Reasons why every call center should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

Article
2 min read

On hold no more: top 5 benefits of a callback service

No one likes calling a company only to be put on hold. In fact, according to…

Article
2 min read

5 tips for training call center agents

Did you know that agent demeanor is even more important to consumers than fast resolution or…

Article
2 min read

Improving phone support efficiency

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can…

Article
1 min read

Introducing our new ebook: Getting started with Zendesk Talk

To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook…

Article
4 min read

Announcing Text: adding SMS support to Zendesk Talk

More people use phones than laptops or desktop computers. And texting—which is a lower commitment than…

Article
15 min read

20+ techniques to provide good phone customer service

What makes a good customer service call? Get our best phone customer service tips for increasing satisfaction and brand loyalty.

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