Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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Zendesk on Zendesk: How we expand support beyond customer service Article

Zendesk on Zendesk: How we expand support beyond customer service

Available On-Demand with Ben Collet, Katherine Cavanaugh, and Dan Bellenbaum of Zendesk Have you ever wondered…

Transforming your customer service in 4 steps Article

Transforming your customer service in 4 steps

What are the keys to transforming your customer service operation? It could be the literal million-dollar question.

Agents need context to give personalized support Article

Agents need context to give personalized support

By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of

How to make room in agents’ schedules to lend a hand Article

How to make room in agents’ schedules to lend a hand

It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities

Why there’s no substitute for IRL support Article

Why there’s no substitute for IRL support

The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits

Meet multichannel demands with agile QA Article

Meet multichannel demands with agile QA

As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity

Fantastic voyage: Customer journey mapping is well worth the effort Article

Fantastic voyage: Customer journey mapping is well worth the effort

The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.

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,…

Are proactive chat scripts the answer? Article

Are proactive chat scripts the answer?

How your agents handle the delicate back and forth of a live chat conversation matters. Some…

Keeping your word: the support SLA Article

Keeping your word: the support SLA

A support SLA boils down to ensuring a baseline level of quality for your customers. So…

Customer success for the win-win Article

Customer success for the win-win

Your customers live busy lives, so you have to enable your customer success team to make…

Taking the long view: agent life cycle Article

Taking the long view: agent life cycle

No matter the type of business, customer service agents are very often the first people customers…

Increase conversions with chat Article

Increase conversions with chat

While adding a live chat channel can increase website conversion rates by 29 percent, you can…

Setup your agents and end-users for success with Chat Article

Setup your agents and end-users for success with Chat

You’ve made the important step of deciding to implement a new Chat channel, but now what?…

Improve the agent experience for happier customers Article

Improve the agent experience for happier customers

In contrast to the big picture challenges of hiring and training agents, agent experience includes everything…

Work smarter: live chat best practices Article

Work smarter: live chat best practices

As with any communication channel, there’s a right way and a less effective way to offer…

The art of the ticket escalation process Article

The art of the ticket escalation process

Most customer issues are resolved on the front lines: with the service agents tasked with walking…

Agent Experience Guide Guide

Agent Experience Guide

Customer support agents have a tough job. They need to make sure customers are getting what…

Agent Life Cycle Guide Guide

Agent Life Cycle Guide

Your support agents interact with customers more than just about anyone else in your company. They…