Article
4 min read

Can chatbots make the insurance industry more human?

When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…

Article
3 min read

Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals

We previously examined the importance of self-service options and messaging as a way of making it…

Article
5 min read

Real-life lessons from agile customer support organisations

Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…

Article
5 min read

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Article
2 min read

Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences

In this first part of our ‘Agility in Action’ series we examine two aspects that have…

Article
7 min read

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

Article
6 min read

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

Article
5 min read

How to identify customer needs and expectations using data

You may think your products or services are the bees’ knees, and you might be right.…

Article
6 min read

Is a ticketing system the best way to manage customer queries?

“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…

Article
6 min read

How to use knowledge management software to make customer service decisions

Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…

Article
6 min read

What to look for in your knowledge management system

The knowledge a company holds is a crucial and integral part of its value. Along with…

Article
6 min read

Benefits and challenges of CRM marketing

We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…

Article
8 min read

A guide to CRM software for small businesses

As a start-up or a small business, you’ll be starting to build up your customer base…

Infographic

Agility in Practice: fast responses and fast resolutions in the UK and Europe

Article
3 min read

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

Article
1 min read

3 steps to make digital CX more personal

Nothing has accelerated the digital shift quite like the recent pandemic. Within some weeks businesses had…

Article
3 min read

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

Article
6 min read

What is good customer care in 2021?

Customer care is a core function of any business – but what does good customer service…

Article
5 min read

Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…