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5 min read

The psychology behind customer engagement with surveys

Survey design psychology is a complex field, looking not only at the way your survey appears…

Article
4 min read

How to ensure effective online customer service

In the traditional sense, customer service has always meant being patient, polite and as helpful as…

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4 min read

Should you offer customer assistance alongside customer service?

First of all, you might be wondering what exactly is the difference between customer assistance and…

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4 min read

Are website or app-based live chats better for customers?

According to Econsultancy, “73% [of customers were satisfied with their live chat support], compared with 61%…

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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3 min read

Contact centres vs call centres: what is the difference?

Are you unsure whether to invest in a contact centre or a call centre to help…

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6 min read

A step-by-step guide to a new CRM integration

Customer relationship management (CRM) integrations can be a time-consuming and costly process if they’re not planned…

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5 min read

Should customer relationship management be a job?

Every business has customers, in whatever form that takes, and improving relationships with them should be…

Article
9 min read

Digital-first customer service – it’s good for customers and the bottom line

The way customers expect to interact with businesses has changed.

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4 min read

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

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10 min read

Here’s how European companies actually got faster at solving customer issues last year

When a customer contacts a support team, two things are top of mind—how quickly they can…

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6 min read

Agile omnichannel strategies for the post-pandemic era

What already emerged as a trend in the communication between companies and customers in 2020 has…

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6 min read

The agile CX business: From tickets to conversations

A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…

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5 min read

The key to customer service in 2024: daring to be more agile

E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?

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5 min read

What retailers are missing in the digital transformation

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.

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6 min read

Employee burnout: spot the signs and prevent it from happening

Last year, millions of people around the world went from working in their office, going to…

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9 min read

How CX leaders across industries can flex their agility

Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes

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5 min read

The business imperative of supporting your people

            It’s no secret that the workplace has changed quite a bit over the past year.

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10 min read

What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed.

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5 min read

Agile customer service

Being flexible and acting fast — these two traits have become the focus of companies across…