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Customer support

Tips to set agents up for success and deliver better customer service.


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1 min read

What Airbnb customer service learned while rapidly scaling their support

With Jessica Semaan Customer service can be a lot like a romantic relationship—you have to nurture…

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3 min read

5 Ways to Prevent Customer Fallout

Originally published on The 1to1 Blog The real-time Web is an increasingly powerful tool for customers…

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3 min read

Tip of the week: Escalating tickets

One common step in ticket workflows is escalation of issues from agent to agent, or team…

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4 min read

How to Say You're Sorry

If you screw up you should apologize. Period. Even if the wronged party cops a major…

Make yourself heard

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

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3 min read

Don't Keep Your Customers Waiting

Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what…

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3 min read

8 Ways to Ramp Up Help Desk Response Times

These days customer feedback and distress signals come in a head-spinning variety of formats and flavors.…

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4 min read

Social studies: A business-to-consumer social media report card

When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The…

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3 min read

Costco's ridiculously liberal return policy

When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…

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4 min read

The importance of friendly customer service: 6 tips from Zappos

Friendly customer service is treating customers with empathy and going the extra mile to meet their…

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3 min read

Setup auto-responses to common questions with triggers

One of the keys to streamlining your customer support is responding appropriately to tickets as they…

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1 min read

Sandbox: A safe environment for testing out new configurations and features

Update: You may have noticed that this post is pretty old! For more up-to-date information, check…

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