Helping to prepare your team: Getting the most from Zendesk
We've compiled a list of our product features and ideas to help your team continue to work effectively from home
Fullscript’s best practices for scaling support operations
When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents
12 big reasons customer service training matters
It's hard to make time for a training program when you’re trying to keep up with customer demands, but it’s critical to your company’s health. Here are some key tips
Leveraging customer service to impact customer acquisition
Your customer service team can help turn prospects into new customers as well as keep existing ones happy
3 ways to make AI practical and accessible in CX
Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it
6 productivity tips for customer support agents
Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency
3 best practices to cultivate loyalty in customer service
There are actionable ways to drive loyalty through your customer support. And loyalty really matters
Nailed it: Customer service quotes to get you motivated
We collected some customer service quotes to look to when the going gets tough
6 steps to build your service recovery program
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help
Beyond the bottom line: Building a business on customer empathy
We seem to agree that a sense of customer empathy should be embedded into our day-to-day work, but turning that intention into a strategy and unified organizational vision is an essential evolution of that idea
Time to team up: Zendesk’s new partner program
Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences
The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
Mastering change management
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Call center scripts: when and how to use them
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
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
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
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.