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.

Latest stories Page 7

Questions to ask when staffing chat Article

Questions to ask when staffing chat

Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support

Proactive customer support: the right way to engage Article

Proactive customer support: the right way to engage

What is proactive customer service Trust in institutions is at an all-time low. With spam galore,…

Agility and the total cost of the customer experience White Paper

Agility and the total cost of the customer experience

Introduction Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.…

Customer service glossary Article

Customer service glossary

The customer support business has its own vocabulary. Some of the words and phrases may be…

Your customer base is expanding—is your self-service scaling with it? White Paper

Your customer base is expanding—is your self-service scaling with it?

The start of a new chapter of your business, whether you’re moving upmarket or adding products…

How to structure your customer support organization Guide

How to structure your customer support organization

What does a successful customer support team look and feel like? How can companies deliver good…

Rethinking customer service skills for the new era of retail White Paper

Rethinking customer service skills for the new era of retail

Customer experience is a front-and-center variable in the retail industry’s ongoing evolution. While experience-focused leadership positions…

How Slack changed the way we work by putting the customer experience first Article

How Slack changed the way we work by putting the customer experience first

https://d26a57ydsghvgx.cloudfront.net/content/s01_episode3_header.png

Your guide to omnichannel support Guide

Your guide to omnichannel support

Your door is always open, regardless of your business or support hours. Today’s customers ask questions…

The age of the customer: How companies transform their customer experience with Zendesk Article

The age of the customer: How companies transform their customer experience with Zendesk

  “The customer is always right” is a phrase that Zendesk takes very seriously. What a…

Building a best-in-class customer self-service experience Guide

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team, and your company…

Team up on self-service with Team Publishing White Paper

Team up on self-service with Team Publishing

The key to a great self-service experience for your customers is having great content. In order…

Onboarding a business process outsourcer? Follow the four “Ts” Article

Onboarding a business process outsourcer? Follow the four “Ts”

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

How to get started with Omnichannel Customer Engagement Article

How to get started with Omnichannel Customer Engagement

Customer interactions are constantly evolving in the ways customers communicate, the channels they use, and how…

Every ticket is a puzzle: One advocate’s drive to solve them Article

Every ticket is a puzzle: One advocate’s drive to solve them

Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.

Providing automated self-service where customers (and agents) want it most Article

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.

5 qualities of the perfect customer service employee Article

5 qualities of the perfect customer service employee

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…

6 steps towards developing a customer support career path Article

6 steps towards developing a customer support career path

As with any profession, a customer support career path can movie in many different directions

6 keys to a successful ticket escalation process Article

6 keys to a successful ticket escalation process

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents