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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?

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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…

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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

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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.

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.

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The types of customer service you should know

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

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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

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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.

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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.

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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.

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Are customer surveys effective?

How you can learn from customer surveys – without overwhelming customers with them.

Guides and ebooks
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Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

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The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

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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.

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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.

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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.

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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.

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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.

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13 strategies for becoming a customer-driven company

Most business leaders understand that focusing on customer needs plays a key role in whether a…