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.

Latest stories Page 8

Zendesk & Optimizely: Raising the Bar as a Customer Support Leader Article

Zendesk & Optimizely: Raising the Bar as a Customer Support Leader

Join Support Directors, Benjamin Collet at Zendesk and Cyrus Dorosti at Optimizely – a customer experience…

6 tips to hone your support superpowers Article

6 tips to hone your support superpowers

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support

Raising the bar: 4 more leaders in customer service Article

Raising the bar: 4 more leaders in customer service

We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.

Scaling and sustaining your customer service organization Article

Scaling and sustaining your customer service organization

Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…

Be a good neighbor, become a good business with CSR Article

Be a good neighbor, become a good business with CSR

As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.

Execs need to be the kind of leaders people want to follow Article

Execs need to be the kind of leaders people want to follow

Earlier on in my career, I was looking to join a company whose vision and executive leadership I believed in. I thought I’d found that.

Chatbots and the future of real-time communication

Chatbots and the future of real-time communication

Companies are using chatbots to scale more and more. While chatbots are powerful engagement tools, they…

5 departments (other than support) that benefit from self-service Article

5 departments (other than support) that benefit from self-service

When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up

Why staffing can make or break your omnichannel strategy Article

Why staffing can make or break your omnichannel strategy

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

SEO and customer service: The benefits of aligning efforts Article

SEO and customer service: The benefits of aligning efforts

Did you get here after googling a search term? Your customers find you this way, too.

Businesses are made up of people Article

Businesses are made up of people

Businesses are made of people, and those people have relationships and ties to the communities they live in

Selling enterprise business software can be exciting. Really. Article

Selling enterprise business software can be exciting. Really.

Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring. In March of this year, 28 Zendesk customers flew to snowy Ottawa, Canada, for our quarterly Service Leadership.

How Evernote does Self-Service with Zendesk Article

How Evernote does Self-Service with Zendesk

Now more than ever, customers will attempt to self-serve before reaching out for assisted support. Are…

What if language wasn’t a barrier for customer support? Article

What if language wasn’t a barrier for customer support?

With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents

Raising the bar as a customer support leader Article

Raising the bar as a customer support leader

There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them

What we’re learning from Answer Bot Article

What we’re learning from Answer Bot

At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot

Time to tackle your ticket backlog Article

Time to tackle your ticket backlog

A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it.

Support beyond tickets Article

Support beyond tickets

Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.

Zendesk on Zendesk: How we provide multichannel support at scale Article

Zendesk on Zendesk: How we provide multichannel support at scale

Have you ever wondered how Zendesk uses Zendesk? In this ongoing series, we’ll take a behind…

Admins are artists. Give them a better paintbrush Article

Admins are artists. Give them a better paintbrush

For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.