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Support 101

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What To Do during Your First 60 Days as a Support Agent

Customer support is not an easy industry to jump into on your first day. Not only do you have to learn the processes of a new company, but you also have to become an expert on a product or service you’ve just begun to encounter.  Your job is to be an expert, and on day […]

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3 Options for Non-Traditional Customer Support

Remember customer support back in the day? Back when if you needed help you either dug through an instruction manual or called a support number and waited for a very long time to speak to a person? Thankfully that’s not the case anymore. As customer support evolves, the number of ways a consumer can get […]

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Four Things To Consider when Automating Support

To a manager looking to cut costs in Customer Support, automations may seem like a golden goose.  They’re cheap, efficient, and can handle a full gamut of services normally performed by a support agent. On paper, it may look rosy, but be careful; automations are not always a saving grace.    Automations should not be […]

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4 Ways To Establish Your Voice in Customer Support

  Have you ever contacted the customer support of a company only to discover that it doesn’t feel like you’re talking to the same folks? It’s really, really frustrating.  And it will cost you customers.     Research has shown that customers who perceive a significant difference between brand identity and customer support will develop stronger […]

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Zendesk Insights: A Glimpse into the Health of Your Company

  Every company would love it if they could wave a magic wand and learn everything they need to know about the health of the company.  Until the Ministry of Magic changes its rules about Muggles, that unfortunately won’t be an option.  But companies do have the next best thing: the Customer Support Department.      […]

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Have Zendesk Questions? Ask the Yeobot!

One of the keys to providing amazing and efficient customer support is moving out of the inbox and setting up a Help Desk. As a customer support service provider, setting up, customizing, and managing customer support software is something we excel at. One of our favorite and most used support desks is Zendesk. Why do […]

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Important Support Trends for 2017

If there’s one trend that can sum up the state of customer support in the past few years, it’s that it never stops improving. Consumers expect positive experiences, and when something is wrong, they demand a quick resolution.How can your business offer great customer support on 2017? If you want to keep up and meet […]

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Nine Ways to Increase Productivity as a Support Agent

  When you work in customer support, efficiency is essential. Each day, as you sit down to your desk, you’ve got a queue of requests waiting, and that queue will continue to grow as the day progresses.  If you aren’t on top of your game, those tickets turn into a backlog of angry customers.  And […]

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How Help Centers Help Support

Support folks, be wary of measuring the health of your desk by the number of support tickets you solve.  While it’s great that your agents can handle a profusion of support needs, the fact that there’s lots of tickets to solve points to an underlying problem with your service. Here’s what’s really going on: The […]

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Thoughts from Support Group: Building a Support System for Good Reporting

  Last Thursday’s Support Group was amazing, thanks to the wonderful insights of Turner Yevich. He shared with us his thoughts on how to build a support system in Zendesk so that it provides companies with vital information for improving their product and their service to customers. Here’s an overview of what we learned:   […]

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