Preparing agents and triaging tickets are especially important when it comes to structuring product support

Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace

Tier 0 support is a great way to help your customers help themselves

Look to the skies, or just our apps marketplace, to learn about all the great new integrations

The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.

Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.

Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?

With October coming to an end, here's a wrap-up of the new app integrations available on the Marketplace

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.

Instant communication is the expectation when it comes to support, and when more than 53% of shoppers abandon their online purchase if they can’t find a quick answer, real-time communication in addition to traditional email support can help prevent customers from churning.

More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.

September brings us plenty of new app integrations

The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans

No, that's not a holiday I made up just now

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

We're closing out July with some great new apps

Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service

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

Zendesk plus some great new apps are a recipe for a great cocktail

With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers

Language doesn’t need to be a barrier in your efforts at going global

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website