Customer service agents have an important job. They are often the first (and sometimes only) voice a customer hears when contacting a company. So in many ways, a good customer service experience rides the people on staff. Does that challenge sound invigorating? If so, you might want to consider a career in customer service. But before you can solve any customer issues, you need to get the job.

The terms service desk and help desk are often used interchangeably, and it’s easy to see why. Service and help are synonyms after all, and the goal of both desks is to resolve issues and restore normality as quickly as possible. But each desk has a distinct role. Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees.

Did you miss Part 1 of this series? Go back and take a look for some great tips on taking a step back with the way your customer support team operates and identifying areas to make your support workflow more efficient. Once areas of clutter are identified, it’s time to begin truly making changes to the way your support team works and interacts with customers. Clear out clutter and make new processes.

We recently deleted over three million accounts across all our apps. This was the answer to a question we asked ourselves last year: what should we do about accounts that weren’t cancelled, but weren’t used either? Should we keep hold of their data forever? That felt wrong – we promise to delete data when you cancel your account. Keeping so much data around felt like we weren’t living up to that promise, and felt like a liability, so we decided to do something about it.

How DocuSign, Clause, Assembled and others use Slack to foster speedy communication and fruitful collaboration with partner organizations

Customers expect a lot from support teams, especially when it comes to speed. In our 2020 Zendesk Customer Experience Trends Report, people rated quick resolution time as the top factor in good customer experience. To meet customers’ demands for fast resolution times, agents and support reps need to adopt ticketing system best practices that drive consistent, excellent service.