Masters of Support: 14 years as a technical support manager

This interview is part of “Masters of Support”, an interview-series by TypeGenie where we speak with experts in customer service. Rick Hill is a technical support manager at an edtech company, with 14 years of experience in the field. His team of around 40 is based in North Carolina, and they are using Zendesk for… Read more →

Sentence completions for customer service: SmartCompose for Gmail vs. TypeGenie for Zendesk

Globally, we send daily 161 billion non-spam emails. While spam has been an issue for which engineers have developed solutions already for decades, writing these emails also represents a massive burden. With an average email length of 240 words per message and average 40 words per minute, typing the average email takes approximately 6 minutes.… Read more →

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 →

Zendesk Apps That Every Customer Service Agent Should Have

Working in customer service is great and for the business, it’s an incredibly important role because it helps to understand the needs and wants of their users. However, working in customer service is also challenging. Providing great service depends in part on the agent’s attitude and mental surplus which can be difficult to maintain during… Read more →