customer support

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.

tips and tutorials

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

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.

tutorial

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.

tutorial

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.

Case Study

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

tutorial

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.

tips and tutorials

Five ways to compete with Amazon using excellent customer service

Manly Bands is an anomaly, and for all the right reasons. They built a profitable business in less than a year with no outside funding or referral network. They didn’t have a big blog following or an Instagram or Facebook audience already available.

tutorial

Zendesk Tutorial: Setting up your initial five views

Views are the tool you use to organise tickets from inside Zendesk. Streamlining them to make the time spent in your inbox as efficient (and straightforward) as possible is so important when aiming for the elusive inbox-zero.