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Article
1 min read
Four best practices for implementing extreme customer self service
Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.
Article
12 min read
How to forecast sales: sales forecasting methods and models
Sales forecasting is a key component of any business. Implement correct sales forecasting techniques to improve your business decisions.
Article
12 min read
Seven examples of bad customer service (and how to be great instead)
Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.
Article
10 min read
Are customer surveys effective?
How you can learn from customer surveys – without overwhelming customers with them.
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.
Guides and ebooks
1 min read
Using AI for better self-service
Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.
Article
8 min read
Top 18 customer service metrics to measure
From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.
Article
1 min read
The how-to guide to omnichannel support
An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.
Article
1 min read
Why omnichannel support is no fairytale
Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.
Article
9 min read
Agility and the total cost of the customer experience
Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.
Article
16 min read
60+ customer service terms and definitions: the ultimate glossary
Find out the key terms every customer support agent should know with this easy-to-use customer service glossary.
Guides and ebooks
5 min read
Customer service structure: how to build an effective support team
Structuring your customer service organisation requires rethinking how to best provide support, what people and skills you need and how you plan to organise it.
Article
14 min read
What is customer service?
Customer service is the support you offer customers throughout a business relationship. Learn why it’s important and assess your own customer service aptitude.
Article
5 min read
13 strategies for becoming a customer-driven company
Most business leaders understand that focusing on customer needs plays a key role in whether a…
Article
6 min read
10 help desk metrics for service desks and internal help desks
It can be hard to identify the help desk metrics or service desk metrics that really matter for your organisation, but these 10 are a good place to start.
Guides and ebooks
1 min read
Conversational support made easy with Zendesk
Depending on the size of your support operations, it might seem easier to stay with a…
Article
1 min read
Your guide to omnichannel support
Your door is always open, regardless of your business or support hours.
Ebook
1 min read
Fairness in the customer relationship
Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.
Ebook
1 min read
Cultivating customer loyalty by supporting choice making
Every customer likes to choose from a wide array of options, right? Well, maybe not.
Article
2 min read
Building a best-in-class customer self-service experience
It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.
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