Best Practices in Customer Supprt

How to Improve Information Flow from Product to Support in 4 Steps

Larry Barker

Dec 116 min read

How to Improve Information Flow from Product to Support in 4 Steps

Improving the flow of information between the teams can turn your support team into a well-informed, extension of your product team.

Customer Service Language - Why Positive Language Goes a Long Way

Steph Lundberg

Dec 49 min read

Best Practices

Customer Service Language - Why Positive Language Goes a Long Way

When we talk about using positive language in customer service, that’s really what we mean: being mindful and deliberate with our words.

How to Nudge Your Support Team to Use the Help Center More

Neal Travis

Nov 277 min read

Best Practices

How to Nudge Your Support Team to Use the Help Center More

Have you ever caught yourself wishing people actually read all the amazing help center articles you’ve written?

Zendesk Side Conversations: Collaborate with teams in and outside of your organization

Jake Bartlett

Nov 136 min read

Zendesk

Zendesk Side Conversations: Collaborate with teams in and outside of your organization

Delivering exceptional customer support is a team effort that requires collaboration between support teams, customers, engineers, and...

How to Manage Multiple Help Centers in Zendesk

Neal Travis

Nov 67 min read

Zendesk

How to Manage Multiple Help Centers in Zendesk

Managing one help center can be daunting. But what happens when you have multiple help centers with different brands to manage all at once?

Five best practices for Zendesk ticket fields

Maryna Paryvai

Oct 307 min read

Zendesk

Five best practices for Zendesk ticket fields

Master Zendesk ticket fields with these 5 best practices. Reduce resolution times and automate tasks.

7 Critical KPIs for Measuring Agent Performance in Customer Support

Tim Jordan

Oct 16 min read

Best Practices

7 Critical KPIs for Measuring Agent Performance in Customer Support

Explore 7 key KPIs to effectively measure customer support agent performance and boost both efficiency and customer satisfaction.

Best practices for shifting customer support from email to live chat

Maryna Paryvai

Sep 257 min read

Best Practices

Best practices for shifting customer support from email to live chat

Learn how to seamlessly shift your customer support from email to live chat for improved customer satisfaction and team efficiency.

7 Hacks To Reduce Your Large Support Ticket Backlog

Maryna Paryvai

Sep 188 min read

Best Practices

7 Hacks To Reduce Your Large Support Ticket Backlog

Learn how to effectively measure and assess your ticket backlog to keep it under control and provide exceptional customer service.

Closing the Feedback Loop: A Guide to Implementing Customer Feedback

Tim Jordan

Aug 288 min read

Best Practices

Closing the Feedback Loop: A Guide to Implementing Customer Feedback

Learn how to effectively close the feedback loop by transforming customer feedback into actionable improvements.

How to Analyze Customer Feedback: A Comprehensive Guide

Tim Jordan

Aug 218 min read

Best Practices

How to Analyze Customer Feedback: A Comprehensive Guide

Get actionable tips on how to turn customer feedback into meaningful improvements.

Building a Knowledge Management Team: A KCS-Focused Approach

Maryna Paryvai

Jun 257 min read

Knowledge Management

Building a Knowledge Management Team: A KCS-Focused Approach

Learn how to build a KCS-oriented Knowledge Management Team

How to Measure and Improve First Contact Resolution (FCR) in Zendesk

Nouran Smogluk

Jun 196 min read

Zendesk

How to Measure and Improve First Contact Resolution (FCR) in Zendesk

Learn how to accurately measure and effectively improve First Contact Resolution (FCR) in Zendesk.

How to do 24/7 Customer Support: A Practical Guide

Maryna Paryvai

Jun 57 min read

Best Practices

How to do 24/7 Customer Support: A Practical Guide

Learn how to transition to 24/7 customer support, assess staffing needs, optimize workflow, and leverage AI tools.

Incident Management Best Practices for Customer Support

Jake Bartlett

May 298 min read

Best Practices

Incident Management Best Practices for Customer Support

Learn best practices to master incident management and keep your customers happy.

Strategies for Effective Internal and External Documentation

Anne-Marie Traas

May 87 min read

Knowledge Management

Strategies for Effective Internal and External Documentation

Discover how to create essential knowledge bases for both customers and employees.

How to Manage Handoffs Between Engineering and Customer Support

Jake Bartlett

May 17 min read

Best Practices

How to Manage Handoffs Between Engineering and Customer Support

Support + engineering friction? Streamline handoffs for better customer experiences and happier teams

Anne-Marie Traas

Apr 247 min read

Zendesk

How to escalate tickets in Zendesk

Learn how to set up a Zendesk ticket escalation system for faster resolutions and better customer satisfaction.

8 Ways to Implement Proactive Self-Service in Customer Support

Nouran Smogluk

Apr 177 min read

Best Practices

8 Ways to Implement Proactive Self-Service in Customer Support

Wow your customers with proactive self-service! Here are seven practical strategies to implement it today.

Expert tips and tools to keep your Customer Support team updated

Steph Lundberg

Apr 176 min read

Best Practices

Expert tips and tools to keep your Customer Support team updated

Discover expert strategies for maintaining effective communication and information flow within support teams.

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