Customer support
Tips to set agents up for success and deliver better customer service.
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Article
4 min read
Getting up close and personal with customers on Facebook Messenger
Everlane is an online-only retailer known for their “radical transparency”—a value system they doggedly put into…
Article
2 min read
Phone support do's and don'ts
In the world of customer service, voice support still holds steady as a channel that customers…
Article
2 min read
Talk it out: introducing Advanced Voice, our new phone support product
In a world where customer relationships can make or break your business, it’s important that your…
Article
5 min read
The best hold music since 'Careless Whisper'
Most companies' hold music is unlistenable. Here's how to make yours better.
Article
3 min read
Chat Tags: a new way to read between the lines of your customer conversations
Live chat interactions are a treasure trove of actionable data about your customers. Zopim's new Chat…
Article
2 min read
Welcome BIME Analytics Team to the Zendesk Family
We are excited to announce that we have acquired the company and team behind the award-winning…
Article
3 min read
Innovate your customer service with embedded support
Digital customers no longer accept being treated like transactions instead of people. Thus, the growing demand…
Article
2 min read
**Formatting** where you need it most. Introducing: Zendesk WYSIWYG
Improving the agent experience (and making it easy to use cat .gifs) was our guiding light…
Article
4 min read
How to make your customer feedback form more visible
Gathering user feedback is one of the most straight-forward and effective tactics for improving your product…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
8 min read
10 chat handling skills live chat agents need
Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…
Article
4 min read
6 best practices for chat etiquette
Communicating via live chat is different than interacting with a customer in person, over the phone,…
Article
2 min read
Zen U Tip of the Week: How to customize auto-response triggers
Can a ticket be created on behalf of a customer (via a phone call for example)…
Article
3 min read
Complex business hours? That's easy! Introducing Multiple Schedules
Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of…
Article
1 min read
Tip of the week: Hide ticket forms based on the user's organization
Currently, when you create a ticket form, there is no tag for specific organizations. In this…
Article
5 min read
Creative ways to keep customers entertained while they wait
Waiting for support or assistance is something that customers hate, but companies can make the wait…
Article
2 min read
Revitalize your customer service with rotating roles
In the world of customer service, keeping things fresh and exciting for your agents is no…
Article
4 min read
How to provide better live chat at scale: introducing Zopim Premium
Customer service is all about the connection forged between a support agent and his customer. But…
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