Customer support management

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4 steps to optimize your customer service technology

Implementing your technology solution is a major milestone—and just the first step in a journey. As…

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4 min read

Best practices for mastering change management

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

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How your support team can nurture your community

As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience

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Make your work flow : 5 steps to scale your support operations

For growing businesses, effectively fielding every customer service inquiry becomes more and more challenging. Having the…

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

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4 min read

Don't be afraid of change

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

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4 min read

Knowledge management maturity: Tips for leveling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

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Help customers help themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the…

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6 min read

More than just a rep—the modern customer service job

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

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Why support advocates should never fear the banana

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

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From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

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Your guide to the wonder years of knowledge management

Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…

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8 min read

The many roles of a customer service executive

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

Introducing the world’s most complete CX solution for the AI era

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7 ways to improve your agent capacity

If your agents are constantly switching between channels and unable to communicate and collaborate in real…

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3 min read

How to make your workflow flow

As your support teams grow, here are some tips on how to optimize operations at scale

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How to collaborate across teams to scale customer support

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

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How to keep that personal touch as your company grows

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

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11 customer service response templates to improve workflow

Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.