Article
11 min read

CRM best practices for every stage of the sales funnel

Learn how to get the most out of your CRM through every stage of the sales funnel, from prospecting to won/lost deals.

Article
5 min read

What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or…

Article
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Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

Article
3 min read

What is a support ticket?

Support tickets offer a wealth of data about your customers that can benefit your entire organisation – but what do support tickets actually look like?

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
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Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…

Article
4 min read

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Article
10 min read

How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

Article
7 min read

The types of customer service you should know

With so many different ways to offer customer service, whether it be via email, social media,…

Article
1 min read

Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

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.

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
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
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

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
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
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.