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.

Latest stories Page 10

Why staffing can make or break your omnichannel strategy Article

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

SEO and customer service: The benefits of aligning efforts Article

SEO and customer service: The benefits of aligning efforts

Did you get here after googling a search term? Your customers find you this way, too.

Businesses are made up of people Article

Businesses are made up of people

Businesses are made of people, and those people have relationships and ties to the communities they live in

What if language wasn’t a barrier for customer support? Article

What if language wasn’t a barrier for customer support?

With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents

Raising the bar as a customer support leader Article

Raising the bar as a customer support leader

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

What we’re learning from Answer Bot Article

What we’re learning from Answer Bot

At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot

Time to tackle your ticket backlog Article

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.

What it’s like on the front lines of support Article

What it’s like on the front lines of support

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.

Agent feedback: putting the pieces together Article

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

Keep support knowledge fresh and useful Article

Keep support knowledge fresh and useful

Knowledge is the product that your support team owns and builds every day

Making the most of an NPS survey Article

Making the most of an NPS survey

What can an NPS survey tells you about your customer experience?

5 benefits of turning know-how into knowledge Article

5 benefits of turning know-how into knowledge

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

The ROI of empowered agents Article

The ROI of empowered agents

Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape

Sales and support: aligning to improve customer retention Article

Sales and support: aligning to improve customer retention

Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition

Introducing Textback, born in our hackathon Article

Introducing Textback, born in our hackathon

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.

Save the day with a churn survey Article

Save the day with a churn survey

A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn

Pain points of live chat and how to solve them Article

Pain points of live chat and how to solve them

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.

Sales and support: acquiring customers Article

Sales and support: acquiring customers

Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences

6 Benchmarking best practices Article

6 Benchmarking best practices

Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices

Customize your CSAT survey Article

Customize your CSAT survey

The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost