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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A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Did you get here after googling a search term? Your customers find you this way, too.
Businesses are made of people, and those people have relationships and ties to the communities they live in
With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents
There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
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 looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
Knowledge is the product that your support team owns and builds every day
What can an NPS survey tells you about your customer experience?
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition
Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.
A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn
With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.
Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences
Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices