Customer support 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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7 steps of a successful change management process Article

7 steps of a successful change management process

Change is hard. The goal is to support, equip, and prepare your employees for change so you don’t have to expose your customers to what’s happening behind the scenes

Helping to prepare your team: Getting the most from Zendesk Article

Helping to prepare your team: Getting the most from Zendesk

We've compiled a list of our product features and ideas to help your team continue to work effectively from home

Better customer experiences with omnichannel engagement White Paper

Better customer experiences with omnichannel engagement

Designing a support experience that enables you to have natural conversations with your customers regardless of…

Fullscript’s best practices for scaling support operations Article

Fullscript’s best practices for scaling support operations

When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents

Customer service training: Why it’s essential and how to implement it Article

Customer service training: Why it’s essential and how to implement it

Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.

Building and managing a virtual support team Article

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…

3 ways to make AI practical and accessible in CX Article

3 ways to make AI practical and accessible in CX

Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

6 productivity tips for customer support agents Article

6 productivity tips for customer support agents

Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency

3 best practices to cultivate loyalty in customer service Article

3 best practices to cultivate loyalty in customer service

There are actionable ways to drive loyalty through your customer support. And loyalty really matters

Nailed it: Customer service quotes to get you motivated Article

Nailed it: Customer service quotes to get you motivated

We collected some customer service quotes to look to when the going gets tough

Providing great social media customer service

Providing great social media customer service

What is social media customer service? Social media customer service is offering support through social channels,…

Here’s what it takes to be a great customer service leader Article

Here’s what it takes to be a great customer service leader

Good customer service is quickly becoming a core value to companies and has never been more…

Service recovery guide: 6 steps to build your service recovery program Article

Service recovery guide: 6 steps to build your service recovery program

Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help

Building a business on customer empathy Article

Building a business on customer empathy

Customer empathy is the ability to see things from the customer's perspective. Walking a mile in customers' shoes has bigtime business value.

Time to team up: Zendesk’s new partner program Article

Time to team up: Zendesk’s new partner program

Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences

The 5 most important customer service techniques Article

The 5 most important customer service techniques

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

The secret to a better CX: an improved agent experience Guide

The secret to a better CX: an improved agent experience

65% of customers say they expect customer service to be faster than it was 5 years…

How Homebridge scaled with Zendesk Article

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…

How 8 companies deliver exceptional customer experience at scale Guide

How 8 companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…

The 3-step process for better agent training Article

The 3-step process for better agent training

Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how