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First reply time: 9 tips to deliver faster customer service

First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.

Whitepaper

Why your business needs a sales CRM

With so much money and time invested in sales growth, why are sales leaders still falling…

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A comprehensive guide to customer service SLAs (and 3 free templates)

Here’s how and why you should create service level agreements.

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The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

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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6 Reasons why every call centre should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

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Ticket deflection: the currency of self-service

Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…

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Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Centre 2017, Gartner examines the global market for customer service and support applications.

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Ticket escalation: what it is and how to manage it

Learn how ticket escalation works and why a dedicated escalation process is important for your business.

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What is a follow the sun model?

The sun never sets for businesses that rely on remote support, and global support, for customer…

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A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organisation is no easy task.

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What comes next? How to overcome professional failure and career setbacks.

So, you just got fired from your job. Or you’ve been doing your own thing, but…

Ebook
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Roll out and manage multiple customer service channels

There is a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts.

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On hold no more: top 5 benefits of a callback service

No one likes calling a company only to be put on hold. In fact, according to…

4 ways to improve call center customer satisfaction

Making connections more personal is just one way to improve call center customer satisfaction. Get the top tips.

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Uncover the true value of your customer support organisation

Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.

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Gartner Predicts 2017: CRM Customer Service and Support – EMEA

2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions

Guides and ebooks
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A Retailer’s Guide to Getting Omnichannel Customer Service Right

Retail and omnichannel customer service. With consumers shopping in more channels than ever, retailers have been forced to evolve.

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“Thank you.” What to do with customer complaints.

There it is: The worst customer satisfaction survey ever. The customer lambasted the company, one of…

What is customer satisfaction? Definition + importance

Keeping your customers happy can make or break almost any business, so understanding, measuring, and improving customer satisfaction is vital.