Tech support KPIs and management - interview with Todd Zabel from Janrain and Google
Todd Zabel has been helping customers and building support systems for more than ten years now, and he's done it at leading companies including Google, Janrain, and TiVo.
The five tools to keep your customers supported, between support emails
Nurturing your customer relationships is one of the best, and most proven, ways to grow your business. Successful customers generally spend more and refer more customers to you.
The four types of customer service agents hired by leading brands
Your support experience is only as strong as the people providing it. If you want to provide excellent support, you need to find, train, and manage the right people.
Five easy ways to generate referrals from your support conversations
Generating customer referrals is one of the most powerful and time-tested ways to grow any business. When someone you trust recommends a business, you listen.
Global support team management - interview with Kristin Aardsma from Basecamp
Managing and leading a 15-person support team is no small feet. Doing this while everyone is working remotely, scattered all around the world, creates an entirely new set of challenges.
Zendesk Tutorial: Enabling and using Zendesk Markdown
Zendesk markdown is a "language" for formatting text inside Zendesk. It allows you to easily add bolding, bullet points, italics and other formatting into your tickets and macros simply by adding some symbols.
Zendesk Tutorial: How to setup macros
Macros are a Zendesk term for 'saved replies.' Using macros, you can respond to customers faster while reducing the chance of making a mistake.
Sendle case study: 10 agents resolve 27,000+ conversations per month, then scale 2x in one month
10 agents close 27,000+ conversations per month, then scale 2x in one month for the holidays
Zendesk Tutorial: How and when to use tags
Tagging in Zendesk may feel pretty straightforward, but knowing when and how to use them will set you up for inbox bliss and greater support transparency.
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