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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Adobe and Zendesk: powering multi-channel customer experiences Article

Adobe and Zendesk: powering multi-channel customer experiences

In order to deliver a great experience to a wider set of customers, Zendesk and Adobe…

Which comes first, the customer or agent experience? Article

Which comes first, the customer or agent experience?

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…

Highlighting your customer service capabilities Article

Highlighting your customer service capabilities

Companies must bring their "A game" to improve their customer service capabilities, or risk losing out…

5 tips for training call center agents Article

5 tips for training call center agents

Did you know that agent demeanor is even more important to consumers than fast resolution or…

4 ways to improve call center customer satisfaction

4 ways to improve call center customer satisfaction

Making connections more personal is just one way to improve call center customer satisfaction. Get the top tips.

Forrester’s 2017 Customer Service Trends White Paper

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…

How efficient customer service affects your bottom line Article

How efficient customer service affects your bottom line

Your customer service agents might be hard workers, but if systems are preventing them from being…

Are your customer experience initiatives working? Article

Are your customer experience initiatives working?

As the customer service playing field has changed, so have the criteria for measuring success. Enter…

Improving phone support efficiency Article

Improving phone support efficiency

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can…

An unlikely advocate for Advocacy Article

An unlikely advocate for Advocacy

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his…

Agile customer service drives revenue Article

Agile customer service drives revenue

Offering customers access to top-notch customer service teams is a box smart companies need to check,…

Zendesk Feature Close-Up Article

Zendesk Feature Close-Up

This quarter, our Customer Education team zoomed in on a foundational aspect of Zendesk Support: Groups.…

Community Tip: How to improve feedback loops with automated peer reviews Article

Community Tip: How to improve feedback loops with automated peer reviews

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google…

5 behaviors every leader should adopt to create better customer experiences Article

5 behaviors every leader should adopt to create better customer experiences

Good leadership paired with good company culture leads to happy employees

Why new college grads should try a customer support career Article

Why new college grads should try a customer support career

Customer support agents gain a wide range of skills that can lead to big opportunities

Who you gonna call? Your dedicated Advocacy Relationship Manager Article

Who you gonna call? Your dedicated Advocacy Relationship Manager

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to…

How Businesses use Machine Learning for Customer Experience Article

How Businesses use Machine Learning for Customer Experience

Leveraging data to predict customer satisfaction is more important than ever––it can help your business engage…

Managing customer satisfaction surveys and ratings Article

Managing customer satisfaction surveys and ratings

Today, as part of our Zendesk on Zendesk discussion series, I’ll shed some light into how…

Retailers: Is it time to perform a customer service audit? Article

Retailers: Is it time to perform a customer service audit?

Customer service—pre- or post-purchase—is a big part of the consumer experience. And it’s just when a…

The skill every great chat agent needs to have Article

The skill every great chat agent needs to have

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila,…