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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10 customer experience KPIs Article

10 customer experience KPIs

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.

Knowledge management best practices Article

Knowledge management best practices

Read on for the highlights and stay for the best practices

The four C’s of cherry-picking 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

How an omnichannel customer experience contact center works 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.

Knowledge management cultivates high-performing teams 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

Time to build a support operations team 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.

Happier agents go with the flow 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.

Everyone is an SME in the self-service economy 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.

Feedback is a gift—take it and optimize 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

Product launches and the virtue of being vague 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?

What are support tiers? Support levels explained Article

What are support tiers? Support levels explained

Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience

Are your customer service representatives happy? 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

8 support manager skills to develop 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

Multiple products still need to add up to one great experience 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

6 tips to hone your support superpowers 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

Raising the bar: 4 more leaders in customer service 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.

Scaling and sustaining your customer service organization 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…

Be a good neighbor, become a good business with CSR 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

Chatbots and the future of real-time communication

Companies are using chatbots to scale more and more. While chatbots are powerful engagement tools, they…

5 departments (other than support) that benefit from self-service 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