Customer support
Tips to set agents up for success and deliver better customer service.
Latest stories
Article
6 min read
Proven tips for retailers to make the most of this holiday shopping season
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy
Article
3 min read
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
Article
8 min read
How to develop your customer service voice and tone: A guide
Customer service tone of voice comes down to attitude—that is, the quality or feeling in your voice expressed by the words you are using.
Article
2 min read
Better together: Zendesk welcomes Base
Today we have news: we’re sharing that love with another—related—part of your business: the sales team. Zendesk announced today that we are acquiring Base.
Article
5 min read
5 top customer service traits and skills
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…
Article
5 min read
The real estate chatbot that’s helping agents sell more homes
Chatbots are helping realtors increase conversations and generate leads — so Structurely created Aisa Holmes, the bot that qualifies leads with messaging
Article
2 min read
6 steps towards developing a customer support career path
As with any profession, a customer support career path can movie in many different directions
Article
4 min read
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Article
2 min read
6 keys to a successful ticket escalation process
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Article
1 min read
Three things to keep in mind when recruiting customer service agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Article
3 min read
Omnichannel vs. the other way
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
Article
2 min read
Announcing the Zendesk and WhatsApp Integration
We’re excited to announce the launch of our integration with WhatsApp Business Solution
Article
6 min read
How to build customer loyalty with shipping
Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.
Article
5 min read
When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Article
2 min read
What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Article
5 min read
5 benefits of using Zoom for remote customer support
Provide more in-depth and personalized remote support with Zoom and Zendesk integrations.
Article
5 min read
Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
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