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Customer support

Tips to set agents up for success and deliver better customer service.


Latest stories

Infographic
1 min read

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…

Article
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

Article
5 min read

What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided…

White Paper
6 min read

The importance of customer experience

In their 2019 global customer experience (CX) benchmark report, Dimension Data assert that 9/10 executives recognize…

Article
8 min read

What is customer experience management?

Create a customer experience management strategy to build connections with your buyers, foster loyalty, and stand out from the crowd.

Article
3 min read

The integration party never stops

We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.

Article
4 min read

Omnichannel analytics: what the metrics can show you

An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness

Article
5 min read

7 ways to improve your agent capacity

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

Article
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

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
3 min read

What is a support ticket?

Support tickets offer a wealth of data about your customers that can benefit your entire organization — but what do support tickets actually look like?

Article
6 min read

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

Article
3 min read

These consumer contradictions mean AI opportunities in CX

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

Make yourself heard

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

Article
3 min read

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?

Article
10 min read

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.

Article
4 min read

Integration anticipation

I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for

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

3 benefits of proactive engagement

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

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