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Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

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.

Agents need cross-channel communication Article

Agents need cross-channel communication

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

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them

Collaborate across your ecosystem with Side Conversations Article

Collaborate across your ecosystem with Side Conversations

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 four C’s of cherry-picking Article

The four C’s of cherry-picking

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

Time to build a support operations team Article

Time to build a support operations team

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

Happier agents go with the flow Article

Happier agents go with the flow

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 key to great service? Saying “I don’t know” Article

The key to great service? Saying “I don’t know”

Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.

Are your customer service representatives happy? Article

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

8 support manager skills to develop Article

8 support manager skills to develop

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

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

Tip of the Week: Auto-assigning Tickets Article

Tip of the Week: Auto-assigning Tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

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

What it’s like on the front lines of support Article

What it’s like on the front lines of support

Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.

Ibotta scales training hurdles with Zendesk and Lessonly Article

Ibotta scales training hurdles with Zendesk and Lessonly

Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…

The ROI of empowered agents Article

The ROI of empowered agents

Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape

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,…