Customer support
Tips to set agents up for success and deliver better customer service.
Latest stories
Article
9 min read
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Article
6 min read
How an omnichannel customer experience contact center works
An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.
Article
5 min read
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
Article
2 min read
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
Article
1 min read
The Multi-Channel Customer Care Report
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.…
Article
4 min read
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Article
7 min read
Building real relationships through technology
Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back
Article
2 min read
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
Article
4 min read
The key to great service? Saying “I don’t know”
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
Article
5 min read
Next stop: the integration station
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.
Article
6 min read
Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Article
4 min read
Keeping gamers in the game through customer service
Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
8 min read
Support tiers: The 5 levels + how to set them up
An effective support tier structure is critical to optimize customer experience and employee retention. Learn about the five levels and how to implement them.
White Paper
2 min read
Gartner's Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to…
Article
2 min read
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Article
4 min read
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article
1 min read
Gartner predicts the future of CRM and customer experience
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…
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