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
White Paper
1 min read
Team up on self-service with Team Publishing
The key to a great self-service experience for your customers is having great content. In order…
Article
5 min read
Onboarding a business process outsourcer? Follow the four "Ts"
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers
Article
5 min read
Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
Article
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.
Article
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…
Article
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
Article
2 min read
6 keys to a successful ticket escalation process
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Article
1 min read
Three things to keep in mind when recruiting customer service agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Article
3 min read
Omnichannel vs. the other way
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
Article
2 min read
What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Article
5 min read
5 benefits of using Zoom for remote customer support
Provide more in-depth and personalized remote support with Zoom and Zendesk integrations.
Article
5 min read
Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
5 min read
How to create raving fans with legendary customer service
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…
Article
5 min read
International relations 101: The keys to multilingual support success
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
Article
2 min read
Be ready for anything: support forecasting and scheduling
Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.
Article
5 min read
Top 10 customer experience KPIs and metrics for 2024
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.
Article
10 min read
4 knowledge management best practices for better self-service
Help your customers and your agents save time with these knowledge management tips.
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