Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.

Here's why omnichannel support for agents and customers is a necessity

Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.

The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.

Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.

Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands

Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.

Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives

Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.

If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

If you want to provide optimal support, you need to focus on your agents and what they need

Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience

6 support manager skills to focus on that will ensure your support team will be ready for anything

Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.