Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
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Article Top 10 customer experience KPIs and metrics for 2022
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Article 4 knowledge management best practices for better self-service
Help your customers and your agents save time with these knowledge management tips.
Article The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Article How an omnichannel customer experience contact center works
An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.
Article Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
Article Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Article Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
Article Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Article Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
Article Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Article How to set up support tiers
Scale up support as your business grows and improve employee retention with support tiers.
Article Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Article 8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article Multiple products still need to add up to one great experience
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated
Article 6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Article Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Article Scaling and sustaining your customer service organization
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…
Article Be a good neighbor, become a good business with CSR
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
Chatbots and the future of real-time communication
Companies are using chatbots to scale more and more. While chatbots are powerful engagement tools, they…
Article 5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up