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.
What is a knowledge base? The essential tool you’re missing
Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.
Latest stories
Article
6 min read
How to use CRM data to create amazing customer experiences
We’ve all heard the adage: knowledge is power. But in business, data is power and understanding…
Article
4 min read
6 easy steps to trial Zendesk Talk
Zendesk believes phone support is a powerful way for companies to help their customers – and,…
Article
2 min read
Play nicely in the ticket queue using the Play button or Guided mode
Optimising ticket workflow is top of mind for any customer service manager and becomes even more…
Article
7 min read
Top 8 change management models: a comparison guide
8 top change management models and change management definitions
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
3 min read
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next.
Article
19 min read
What is conversational commerce?
Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.
Article
11 min read
Skills-based routing: definition, process and best practice
Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.
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