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Communication is key to great tech support Article

Communication is key to great tech support

Alex has a background in technical support, but it was his experience as a history and…

The art of business analysis in customer support 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…

Optimize your customer service training Article

Optimize your customer service training

Correctly investing in customer service training not only ensures that customers receive the best possible service,…

Mix it up: rotating customer support jobs 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

Tiers for fears: Is tiered support for you? 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…

Why firsthand product experience is the best teacher 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…

What is the follow the sun model? Advantages + strategy 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…

Advocate Spotlight on Tier 3: Bringing a hive mentality to work 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…

An unlikely advocate for Advocacy Article

An unlikely advocate for Advocacy

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his…

Agile customer service drives revenue Article

Agile customer service drives revenue

Offering customers access to top-notch customer service teams is a box smart companies need to check,…

Sh*t support agents say Article

Sh*t support agents say

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40…

Why new college grads should try a customer support career 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

Who you gonna call? Your dedicated Advocacy Relationship Manager 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…

Tip of the week: Markdown embedded images 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…

Tips for practicing customer empathy Article

Tips for practicing customer empathy

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role…

Customer service starter pack: five resources for managing a stellar support team 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…

Play nicely in the ticket queue using the Play button or Guided mode 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…

Cheers to a job well done: Why peer recognition matters 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,…

Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service 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…

Why every support team needs a data analyst 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…