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Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
As your support teams grow, here are some tips on how to optimize operations at scale
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
Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
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
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
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.
Preparing agents and triaging tickets are especially important when it comes to structuring product support
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
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
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.
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
As with any profession, a customer support career path can movie in many different directions