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.

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Report: CX Champions of North America

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how leaders in the United States and Canada are driving CX success.

Latest stories

How knowledge centered service benefits customer support teams Article

How knowledge centered service benefits customer support teams

What is knowledge centered support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger

How to introduce support reps to your CX strategy Guide

How to introduce support reps to your CX strategy

When shifting your CX strategy, your support representatives are an important resource. They know your product…

4 ways to build customer service enablement Article

4 ways to build customer service enablement

Designing, developing, and deploying great customer service training is far easier said than done. But with these four steps, trainers and managers can align agents and roll out training quickly at scale.

A tactical guide to preventing and surviving a social media crisis Article

A tactical guide to preventing and surviving a social media crisis

Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…

How gamification is leveling up customer service Article

How gamification is leveling up customer service

Exponential growth in customer expectations, an increasingly competitive consumer market, the global influx of customer complaints…

11 support tools every customer service team should have Article

11 support tools every customer service team should have

Customer experience management is about providing consistent service. Here's our expert advice on how to do that.

An enterprise guide to personalized service Article

An enterprise guide to personalized service

Enterprise companies often get a bad rap when it comes to personalized service. It’s on you to change the narrative.

The ultimate guide to customer segmentation for support teams Article

The ultimate guide to customer segmentation for support teams

If you’re not using customer segmentation for support, you're missing out. Here's how to put segmentation to work for your support team.