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Customer communication is a fine line between helpfulness and nerves of steel. Agents who want to persist in their interactions with customers need to switch constantly between conversations and never lose the thread. We have identified the five most important, timeless support skills that you can already ask your new employees during the interview – including relevant questions.

A high level of customer service is permanently expected by customers. Companies with small teams must meet the same standards as those expected of well-known corporations. With these factors, you focus on quality instead of quantity and fulfill your customers' wishes despite a small number of staff.

With a dedicated support team, you can fulfill customer requests in seconds. But a team that takes care of the concerns and worries with dedication and heart is only the basis of a holistic customer philosophy. Our guide explains how you can find your own strategy!

As a support agent, you have your hands full helping your customers. It's about time someone gives you a hand! With Zammad, you work through all requests in an organized and strategic way. Here we'll introduce you to the tool and its navigation elements, and explain how they can help you in your daily work.

Changing customers' minds can seem impossible at times. But there are steps you can take to make your customer service far more persuasive.

68% of customers consider self-service options a form of customer service.
If you’ve been following our social media, you’ll have read this before. The essence is clear: Customers are becoming more independent. Instead of reaching out to your Helpdesk Heroes, they’d rather find the solution themselves. Let’s take a look at the resources they need for this.

As your business grows, customer requests and demands increase. To meet the growing expectations, you need a strong Support team that is fully dedicated to your customers' wishes and problems. We tell you what to look for when setting up your dream team and which skills are urgently needed.

It catches you by surprise, arrives with full force, and causes quite a frenzy: If a so-called "shitstorm" arrives, press officers and company spokespersons need to be prepared. Good crisis communication can help prevent further damage, so having a plan at hand is recommended for when disaster strikes.

From acquisition to retention: The topic of customer loyalty is an important component in the areas of Marketing, Account Management, and Support. Placing advertisements has long since ceased to be enough to maintain a valuable customer pool. Instead, businesses convince by offering a genuine added value, which will increase customer loyalty.

Proactive support – that’s what customer service is currently all about. The idea is to anticipate problems and to provide solutions even before your customer starts looking for them. But how do you achieve that? We’ll share some tips from our Support routine.

Discover new sides to your Zammad customer interface. As a valuable connection between your organization and your customers, it's the core of all communication. We'll show you how to make the most of it.

With Zammad, you can manage all your communication channels for correspondence with customers, users, and partners via one interface. This way you'll never lose track of open requests again! Let's look at how to set up your smart support inbox and start responding to requests right away.