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
4 min read
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
Article
3 min read
Solving your customer problems without causing more problems
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
Article
5 min read
4 tips for springboarding from Tier 1 support
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
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5 fun facts about omnichannel support
Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…
Article
2 min read
How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Article
4 min read
Let the robots have those jobs—the evolving AI-agent relationship
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
Article
13 min read
What is a customer success manager and what do they do?
Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organization.
Article
2 min read
Customer pain points: How to identify and resolve (+ examples)
You’ve likely come across pain points in your life—road work causing a traffic jam or a…
Article
1 min read
What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
1 min read
Using AI for better self-service
Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While…
White Paper
8 min read
Agility and the total cost of the customer experience
Introduction Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.…
White Paper
1 min read
Self-service—you’re already doing it, now do it with AI
A smart approach to customer self-service is essential for a business to scale efficiently. But you…
White Paper
5 min read
Rethinking customer service skills for the new era of retail
Customer experience is a front-and-center variable in the retail industry’s ongoing evolution. While experience-focused leadership positions…
Article
23 min read
How Slack changed the way we work by putting the customer experience first
Slack has changed the way teams and whole companies work
1 min read
Your guide to omnichannel support
Your door is always open, regardless of your business or support hours. Today’s customers ask questions…
Article
1 min read
The age of the customer: How companies transform their customer experience with Zendesk
“The customer is always right” is a phrase that Zendesk takes very seriously. What a…
2 min read
Building a best-in-class customer self-service experience
It’s common knowledge that the benefits of self-service for your customers, your team, and your company…
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