Customer support
Tips to set agents up for success and deliver better customer service.
Latest stories
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
Article
4 min read
Innovate, explore and onboard with a sandbox
Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.
Article
4 min read
How businesses can benefit from proactive messaging
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
Article
6 min read
3 smart solutions to common customer service challenges
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
Article
3 min read
Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
Article
5 min read
5 questions every IT leader should ask of their CRM platform
When IT leaders are deciding what they need out of a CRM platform, there are five…
Scalable self-service support: tailor-made for every company
Providing quality, flexible self-service has become a vital part of what Zendesk does. Industry leaders are…
Article
3 min read
Why AI will transform how customer service teams work
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
White Paper
1 min read
Employee experience: How consumer expectations are shaping the workplace
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms…
Infographic
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
3 min read
Help your multilingual knowledge base thrive with AI
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Article
3 min read
Enhancing the agent experience with contextual workspaces
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Article
2 min read
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience
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…
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