Customer support management

Article

Zola marries passion for support with modern tools

Zola is reinventing the wedding planning and registry experience.

Article
4 min read

De-stress the change management process

Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change

Article
5 min read

Be the type of tech support team you want to interact with

When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.

Article
6 min read

How Freshly provides seamless, time-sensitive support

As one of the fastest-growing prepared-meal companies, the most important part of our business is accurately shipping fresh, nutritious meals to customers every week

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Article
5 min read

All about average handle time

A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.

Article
2 min read

Be ready for anything: support forecasting and scheduling

One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service

Article
2 min read

Building customer loyalty with great support

Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide.

Whitepaper

SFA software evaluation template

Article
7 min read

Knowledge management best practices

A Q&A with Forrester's Kate Leggett on knowledge management best practices.

Article
8 min read

24/7 Support without 24/7 staff

Providing support around the clock can be very difficult.

Article
3 min read

What are your most important customer service objectives?

We asked some customer experience experts to provide examples of important customer service objectives.

Article
3 min read

How a great customer experience comes from chat support

Live chat alone can't define your customers’ experience - how they navigate the site, how they engage with support, and where they are on the customer journey all come into play

Article
4 min read

Three customer support KPIs you need to track

Over the years, I’ve been fortunate enough to be included in discussions with some of the world’s most effective customer support leadership teams.

Article
5 min read

Slack kills at onboarding customers: Here’s how

Slack—the team communication tool that is taking over the world—has become ubiquitous and obvious.

Article
3 min read

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.

Article
6 min read

Customer support like texting your (girl)friends

We’re each the sum of the five people we spend the most time with, says Olivia June, founder and CEO of VINA.

Article
6 min read

5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard

Article
1 min read

The Multi-channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.

Ebook
1 min read

4 Crucial Trends for the 2018 Holiday Retail Season

In this post-Christmas moment, retailers are assessing the just-concluded season and starting to plan for the next one.