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
2 min read
Helping to prepare your team: Getting the most from Zendesk
We've compiled a list of our product features and ideas to help your team continue to work effectively from home
Article
5 min read
Transitioning to a remote workforce
We've assembled some of our own best practices to working virtually. The goal: to ensure your…
White Paper
1 min read
Better customer experiences with omnichannel engagement
Designing a support experience that enables you to have natural conversations with your customers regardless of…
Article
5 min read
Fullscript’s best practices for scaling support operations
When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents
Article
15 min read
Building and managing a virtual support team
Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…
Article
5 min read
3 ways to make AI practical and accessible in CX
Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it
Article
10 min read
6 productivity tips for customer support agents
Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency
Article
5 min read
3 best practices to cultivate loyalty in customer service
There are actionable ways to drive loyalty through your customer support. And loyalty really matters
Article
17 min read
101 customer service quotes to keep your team motivated at work
Customer support isn’t always easy, but some good customer service quotes can keep your team going on tough days.
Article
6 min read
Maslow's hierarchy of needs for help center customization
To help businesses ensure they’re building meaningful help center experiences, we created a hierarchy of needs for help center customization best practices
Article
4 min read
Here's what it takes to be a great customer service leader
Good customer service is quickly becoming a core value to companies and has never been more…
Article
6 min read
How service recovery programs can build customer loyalty
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help
Article
3 min read
Time to team up: Zendesk’s new partner program
Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences
Article
4 min read
The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
Article
1 min read
How Homebridge scaled with Zendesk
As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…
1 min read
How 8 companies deliver exceptional customer experience at scale
Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…
Article
4 min read
The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
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