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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More than just a rep—the modern customer service job Article

More than just a rep—the modern customer service job

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Why support advocates should never fear the banana Article

Why support advocates should never fear the banana

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

From content manager to cross-functional collaborator Article

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…

Customer support executives and the many roles they must play Article

Customer support executives and the many roles they must play

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

7 ways to improve your agent capacity Article

7 ways to improve your agent capacity

If your agents are constantly switching between channels and unable to communicate and collaborate in real…

How to make your workflow flow Article

How to make your workflow flow

As your support teams grow, here are some tips on how to optimize operations at scale

How to collaborate across teams to scale customer support Article

How to collaborate across teams to scale customer support

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

How to keep that personal touch as your company grows Article

How to keep that personal touch as your company grows

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

The path to a better customer service workflow Article

The path to a better customer service workflow

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

The 3 keys to silo-free, scalable self-service Article

The 3 keys to silo-free, scalable self-service

Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.

Do you need a customer service BPO? Article

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Solving your customer problems without causing more problems Article

Solving your customer problems without causing more problems

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

4 tips for springboarding from Tier 1 support Article

4 tips for springboarding from Tier 1 support

See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk

5 fun facts about omnichannel support Infographic

5 fun facts about omnichannel support

Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…

How to structure product support Article

How to structure product support

Preparing agents and triaging tickets are especially important when it comes to structuring product support

Let the robots have those jobs—the evolving AI-agent relationship Article

Let the robots have those jobs—the evolving AI-agent relationship

AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.

7 bad customer service stories and how your team can do better Article

7 bad customer service stories and how your team can do better

Bad customer service is what happens when a company fails to meet customer expectations. Get tips for your team to avoid creating poor customer experiences.

What is tier 0 customer support? Article

What is tier 0 customer support?

Tier 0 support is a great way to help your customers help themselves

Using AI for better self-service Guide

Using AI for better self-service

Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While…