How to spot a phishing attack
Phishing emails often appear normal, but it’s easy to identify warning signs if you know where to look
Is your customer support team ready for the holidays?
As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush
The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
Customer experience is a team sport
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
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
The path to a better customer service workflow
You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.
Do you need a customer service BPO?
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
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
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
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.
How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
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
Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
Using a smart knowledge base to unlock agent potential
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
6 steps towards developing a customer support career path
As with any profession, a customer support career path can movie in many different directions
Will your support team work from a central location or virtually?
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
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