Customer support 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
Article
4 min read
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Article
3 min read
How to set up support tiers
If your company is growing, your organizational structure is probably getting more complicated.
Article
2 min read
Gartner’s Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.
Article
2 min read
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance
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
1 min read
Mediaocean empowers better customer support teams and content with Zendesk
Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion
Ebook
1 min read
Chatbots and the future of real-time communication
Companies are using chatbots to scale more and more.
Article
6 min read
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of full-time US employees who regularly work at home has grown by 115% since 2005.
Whitepaper
1 min read
Better customer experiences with omni-channel engagement
Designing a support experience that enables you to have natural conversations with your customers, regardless of…
Article
4 min read
Making the most of an NPS survey
What can an NPS survey tell you about your customer experience?
Whitepaper
Why your business needs a sales CRM
With so much money and time invested in sales growth, why are sales leaders still falling…
Article
14 min read
Customer journey map: What it is and how to create one (and examples)
Every company wants to understand what makes customers come to their business – and what makes them leave.
Article
8 min read
Ticket deflection: the currency of self-service
Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…
Article
3 min read
Excellent customer service, excellent ROI
“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you're wary of trying a new ice cream flavor.
Article
1 min read
A Zendesk cheat sheet for picking your support solution
Choosing the right support solution for your organisation is no easy task.
Ebook
1 min read
Roll out and manage multiple customer service channels
There is a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts.
Guides and ebooks
1 min read
A Retailer’s Guide to Getting Omnichannel Customer Service Right
Retail and omnichannel customer service. With consumers shopping in more channels than ever, retailers have been forced to evolve.
Article
6 min read
“Thank you.” What to do with customer complaints.
There it is: The worst customer satisfaction survey ever. The customer lambasted the company, one of…
Article
5 min read
5 tips to help agents provide great support across multiple chats
Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…
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