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.
Listening and leading by example
We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating
Agents need context to give personalized support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
How to make room in agents’ schedules to lend a hand
It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities
Why there’s no substitute for IRL support
The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits
Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced
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
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
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
Advocate Spotlight on Tier 3: Bringing a hive mentality to work
Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one
The easiest way to improve customer satisfaction
At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)
Which comes first, the customer or agent experience?
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
Improved agent experience leads to improved retention and ROI
As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]
Supporting customers while supporting the community
Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the community helps him do a better job at work
An unlikely advocate for Advocacy
Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team
Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)
This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.
Agile customer service drives revenue
Offering customers access to top-notch customer service teams is a box smart companies need to check, no matter their size. The advent of new customer service tools makes an even stronger case for best in class customer service: Agile customer service can do more than save your company money—it can drive revenue
Sh*t support agents say
Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story
Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)
This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.
The short path from Swedish lawn bowling to advocacy training & development
Some of us aren’t so great about answering when opportunity knocks. Not the case with Justin Helley. He manages the Advocacy Training & Development team
Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA
This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues
Why new college grads should try a customer support career
Customer support agents gain a wide range of skills that can lead to big opportunities