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2 min read

Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences

In this first part of our ‘Agility in Action’ series we examine two aspects that have…

Article
7 min read

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

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6 min read

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

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5 min read

How to identify customer needs and expectations using data

You may think your products or services are the bees’ knees, and you might be right.…

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 min read

Is a ticketing system the best way to manage customer queries?

“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…

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6 min read

How to use knowledge management software to make customer service decisions

Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…

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6 min read

What to look for in your knowledge management system

The knowledge a company holds is a crucial and integral part of its value. Along with…

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6 min read

Benefits and challenges of CRM marketing

We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…

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8 min read

A guide to CRM software for small businesses

As a start-up or a small business, you’ll be starting to build up your customer base…

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11 min read

B2B customer service: what it is and how to do it right

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts.

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3 min read

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

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1 min read

3 steps to make digital CX more personal

Nothing has accelerated the digital shift quite like the recent pandemic. Within some weeks businesses had…

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3 min read

Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

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6 min read

What is good customer care in 2021?

Customer care is a core function of any business – but what does good customer service…

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5 min read

Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…

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5 min read

Why is customer retention important?

Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…

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8 min read

Five tips to effectively improve your customer experience

Customer service can make or break a business. But not everyone agrees on what it is…

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4 min read

How can technology help provide better customer care?

Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…

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6 min read

What is a contact management system?

Keeping on top of your contacts is essential for any business, and contact management software can…