research

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.
research

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.
interviews

Support Q&A 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.
Case Study

Case Study: Manly Bands

Learn how Manly Bands works with Influx to deliver thoughtful and fast responses, 24/7
Tutorial

Zendesk Tutorial: Enabling and using Zendesk Markdown

To get started on Zendesk markdown, you really need to understand what it is. Simply: it's a "language" for formatting text inside Zendesk.
Tutorial

Zendesk Tutorial: Setup guide and recommendations for macros

A macro is a saved reply or script that we use for answering customer questions and cases. You can insert them easily into a ticket with the click of a button.