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
Article
6 min read
Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
Article
4 min read
Are proactive chat scripts the answer?
How your agents handle the delicate back and forth of a live chat conversation matters. Some…
Article
12 min read
Customer experience strategy: A step-by-step guide
Build a customer experience strategy to consistently create positive experiences that resonate with your audience.
Article
6 min read
A comprehensive guide to customer service SLAs (+ 3 free templates)
Here’s how and why you should create service level agreements.
Article
3 min read
Increase conversions with chat
While adding a live chat channel can increase website conversion rates by 29 percent, you can…
Article
3 min read
Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what?…
1 min read
Agent Experience Guide
Customer support agents have a tough job. They need to make sure customers are getting what…
Agent Life Cycle Guide
Your support agents interact with customers more than just about anyone else in your company. They…
Article
3 min read
Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
3 min read
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…
Article
4 min read
How to be human while collecting customer data
Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions…
Video
Schedules in Zendesk Support
With Schedules in Zendesk Support you can build workflows and analysis around the hours of your…
Article
8 min read
What is the follow-the-sun model? Advantages + strategy
The sun never sets for businesses that rely on remote support, and global support, for customer…
Infographic
Top customer experience with agile customer care
Customers have more options than ever before. So any company looking to build long-term relationships, and…
Article
5 min read
Advocate Spotlight on Tier 3: Bringing a hive mentality to work
Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn…
Article
3 min read
Top 3 complaints from customer support agents
We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found…
Article
3 min read
Adobe and Zendesk: powering multi-channel customer experiences
In order to deliver a great experience to a wider set of customers, Zendesk and Adobe…
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.