The best customer support metrics to highlight your team’s performance
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
What you didn’t know about self-service: 5 departments that benefit, too
Self-service positively impacts every department within an organization, not just your team of agents or the customers they’re working hard to serve. When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up. Here's how.
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Time to tackle your ticket backlog
A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it
Support beyond tickets
Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.
Admins are artists. Give them a better paintbrush
For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management
Reducing the stress of constant contact
Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.
Agent feedback: putting the pieces together
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
How to support your robot co-worker
We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
Maximize customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced
Let customers choose your business hours
So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely
Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Nailed it: Customer service quotes to get you motivated
We collected some customer service quotes to look to when the going gets tough
Keeping your word: the support SLA
A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?
Customer service terms everyone should know
To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization
Taking the long view: agent life cycle
No matter the type of business, customer service agents are very often the first people customers and prospects speak with
Improve the agent experience for happier customers
In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about
Improve remote support with a follow the sun model
The sun never sets for businesses that rely on remote support, and global support, for customer service. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones
The best customer service is a group effort
Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice
What is excellent customer service?
There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service