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3 min read

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge…

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6 min read

Changing the narrative on careers in customer service

Customer service jobs have a reputation for being entry-level, means-to-an-end gigs that go nowhere. But in…

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6 min read

Take it from Zappos—holiday hiring is everything

Though it’s only September, many companies are already deep into preparation for the upcoming holiday season.…

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13 min read

Founders are leaning in to service when launching customer-focused startups

How startups can leverage customer feedback to build better relationships

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7 min read

Why high-HQ companies welcome back boomerang employees

Early in my career, I left a role to work for a competitor. It was my…

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14 min read

Take care of yourself, your team, and your customer—in that order

The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…

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6 min read

Proven tips for retailers to make the most of this holiday shopping season

We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy

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7 min read

How to keep remote employees from feeling out of sight, out of mind

It’s no secret that the workplace of today looks dramatically different than it did a decade…

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3 min read

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.

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8 min read

How to develop your customer service voice and tone: A guide

Customer service tone of voice comes down to attitude—that is, the quality or feeling in your voice expressed by the words you are using.

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2 min read

Better together: Zendesk welcomes Base

Today we have news: we’re sharing that love with another—related—part of your business: the sales team. Zendesk announced today that we are acquiring Base.

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2 min read

A new frontier: Zendesk acquires Base

When we started Base in 2009, we set out to transform work for 30 million sales professionals worldwide. We were frustrated with the state of existing Sales Force Automation (SFA) systems and how poorly they were designed.

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5 min read

5 top customer service traits and skills

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…

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5 min read

The real estate chatbot that’s helping agents sell more homes

Chatbots are helping realtors increase conversations and generate leads — so Structurely created Aisa Holmes, the bot that qualifies leads with messaging

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6 min read

How to tell someone they're wrong without pissing them off

Whether you’re a freelancer, CEO, or clocking a 9-to-5 role, we’ve all been in those meetings…

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2 min read

6 steps towards developing a customer support career path

As with any profession, a customer support career path can movie in many different directions

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6 min read

Quick, digital, and agile—do these words describe your organization? They should

Today’s most successful businesses are quick, agile, and digital. Right? Not exactly. According to a 2017…

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