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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C-TRON—a blast from the past Video

C-TRON—a blast from the past

Tips for practicing customer empathy Article

Tips for practicing customer empathy

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role…

When employees are happy, business booms Article

When employees are happy, business booms

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but…

Customer service starter pack: five resources for managing a stellar support team Article

Customer service starter pack: five resources for managing a stellar support team

Managing a customer service team isn't easy. Get a head start with these five resources from…

12 tips for maximizing your ecommerce customer service Article

12 tips for maximizing your ecommerce customer service

From live chat to help desks to strategies for scaling, here are 12 ways to help deliver sensational ecommerce customer service. Zendesk customer Pickaweb explains the benefits of using integrated customer service software.

Cheers to a job well done: Why peer recognition matters Article

Cheers to a job well done: Why peer recognition matters

Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain,…

It pays to be socially responsible: introducing Zendesk’s new startup initiative Article

It pays to be socially responsible: introducing Zendesk’s new startup initiative

What's better than a socially responsible startup? Lots of socially responsible startups. Zendesk has a new…

How retail employee satisfaction affects the bottom line Article

How retail employee satisfaction affects the bottom line

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one…

Start your day with coffee, breakfast, and a great customer support newsletter Article

Start your day with coffee, breakfast, and a great customer support newsletter

A good curated newsletter delivers only the best, most useful information right to your inbox. Here…

Forrester’s Predictions 2016: The eCommerce Gap Widens Article

Forrester’s Predictions 2016: The eCommerce Gap Widens

As anyone who’s ever developed or marketed a website knows, the Internet can be both a…

Zendesk Deep Dive: Multibrand Article

Zendesk Deep Dive: Multibrand

Customer needs are unique and your support workflows need to be, too. Perhaps you’re managing multiple…

A day in the life of a Zendesk advocate Article

A day in the life of a Zendesk advocate

As a designer, I am somewhat removed form our customers. Thankfully, the Zendesk support team let…

Forrester’s Top 10 Customer Service Trends for 2016 Article

Forrester’s Top 10 Customer Service Trends for 2016

In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…

Shadowing: A day in the life of a Tier 1 advocate Article

Shadowing: A day in the life of a Tier 1 advocate

Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his…

How to provide feedback to mentees that doesn’t sound like criticism Article

How to provide feedback to mentees that doesn’t sound like criticism

Meet Benjamin, a veteran Tier 1 advocate working from Zendesk’s Madison, Wisconsin office. When he joined…

Predictive Analytics, Machine Learning and Meaningful Customer Relationships Article

Predictive Analytics, Machine Learning and Meaningful Customer Relationships

Your company’s success hinges on building strong relationships with your customers, and relationships take work. Sometimes…

Use customer surveys to innovate your customer experience Article

Use customer surveys to innovate your customer experience

There are lots of ways to collect customer feedback—even from afar. One of the most common…

Tip of the week: Identifying which Facebook pages your tickets come from Article

Tip of the week: Identifying which Facebook pages your tickets come from

If you have multiple Facebook pages linked to your Zendesk account, and you want to identify…

Tier 1: The most difficult level of support? Article

Tier 1: The most difficult level of support?

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he…

How to build great internal partnerships (hint: a stick is involved) Article

How to build great internal partnerships (hint: a stick is involved)

Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to…