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.

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

Conversational support made easy with Zendesk

Depending on the size of your support operations, it might seem easier to stay with a…

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

Gartner’s 2018 Magic Quadrant for the CRM Customer Engagement Centre

  In the global market for customer service software, Zendesk is once again recognised as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Centre

Article
1 min read

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.

Article
1 min read

Omnichannel support made easy with Zendesk

There's no "one size fits all" when it comes to omnichannel success.

Article
1 min read

Team up on self-service with Team Publishing

The key to a great self-service experience for your customers is having great content.

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.

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.

Article
2 min read

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

Ebook
1 min read

Sharing identity to foster customer loyalty

Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.

Article
11 min read

4 ways customer support agents can make a career pivot

Recently, while watching old episodes of The Office, I was reminded of the root basis of…

Guides and ebooks
3 min read

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.

Guides and ebooks
1 min read

Zendesk’s customer service guide for start-ups

Getting a start-up off the ground is tough enough as it is—but attracting and retaining customers…

Article
4 min read

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.