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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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.
Read on for the highlights and stay for the best practices
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
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.
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
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
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.
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.
If you want to provide optimal support, you need to focus on your agents and what they need
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?
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
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
6 support manager skills to focus on that will ensure your support team will be ready for anything
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
Companies are using chatbots to scale more and more. While chatbots are powerful engagement tools, they…
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up