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Article Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and…
Article The art of business analysis in customer support
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…
Article Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
Article Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Article Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time…
Article Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…
Article What is the follow the sun model? Advantages + strategy
The sun never sets for businesses that rely on remote support, and global support, for customer…
Article Advocate Spotlight on Tier 3: Bringing a hive mentality to work
Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn…
Article An unlikely advocate for Advocacy
Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his…
Article Agile customer service drives revenue
Offering customers access to top-notch customer service teams is a box smart companies need to check,…
Article Sh*t support agents say
Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40…
Article Why new college grads should try a customer support career
Customer support agents gain a wide range of skills that can lead to big opportunities
Article Who you gonna call? Your dedicated Advocacy Relationship Manager
Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to…
Article Tip of the week: Markdown embedded images
If you aren't yet using a rich text editor in your Zendesk but you still want…
Article Tips for practicing customer empathy
Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role…
Article Customer service starter pack: five resources for managing a stellar support team
Managing a customer service team isn't easy. Get a head start with these five resources from…
Article Play nicely in the ticket queue using the Play button or Guided mode
Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important…
Article Cheers to a job well done: Why peer recognition matters
Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain,…
Article Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service
In this Zendesk tip of the week, we cover times when "No" is the right answer…
Article Why every support team needs a data analyst
Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made…