How to get the most out of Zendesk macros

Much of customer service is repetitive – representatives answer questions about a limited set of topics. As a consequence, support teams are commonly using response templates to increase productivity. If you want to build a high performing customer support team, it is essential that you master the best practices of effective template use. If used… Read more →

Bottlenecks in email support agents’ workflow

Are customer service agents in your team allocating their time wisely? Making sure that a support team has the right skills, tools and processes to be successful is becoming ever more tricky. On the flipside, if you understand and master the best practices and solutions available today, you could unlock incredible gains that will benefit… Read more →