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The ROI of empowered agents Article

The ROI of empowered agents

Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape

Communication is key to great tech support Article

Communication is key to great tech support

Alex has a background in technical support, but it was his experience as a history and…

Agents need context to give personalized support Article

Agents need context to give personalized support

By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of

How to make room in agents’ schedules to lend a hand Article

How to make room in agents’ schedules to lend a hand

It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities

Why there’s no substitute for IRL support Article

Why there’s no substitute for IRL support

The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits

The art of business analysis in customer support Article

The art of business analysis in customer support

Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…

Optimize your customer service training Article

Optimize your customer service training

Correctly investing in customer service training not only ensures that customers receive the best possible service,…

Taking the long view: agent life cycle Article

Taking the long view: agent life cycle

No matter the type of business, customer service agents are very often the first people customers…

Tiers for fears: Is tiered support for you? Article

Tiers for fears: Is tiered support for you?

If you’re a business with consistently growing customer base and ticket volume, it might be time…

Why firsthand product experience is the best teacher Article

Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…

Improve remote support with a follow the sun model Article

Improve remote support with a follow the sun model

The sun never sets for businesses that rely on remote support, and global support, for customer…

The best customer service is a group effort Article

The best customer service is a group effort

Many teams at your company help to support the relationship between your business and your customers.…

Advocate Spotlight on Tier 3: Bringing a hive mentality to work Article

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn…

Which comes first, the customer or agent experience? Article

Which comes first, the customer or agent experience?

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…

Improved agent experience leads to improved retention and ROI Article

Improved agent experience leads to improved retention and ROI

As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on…

Supporting customers while supporting the community Article

Supporting customers while supporting the community

Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the…

An unlikely advocate for Advocacy Article

An unlikely advocate for Advocacy

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his…

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101) Article

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)

This Zendesk tip of the week looks at agents logged in and agents serving to measure…

Agile customer service drives revenue Article

Agile customer service drives revenue

Offering customers access to top-notch customer service teams is a box smart companies need to check,…

Sh*t support agents say Article

Sh*t support agents say

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40…