Article

Article
15 min read

The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’.

A few months in to what remains a very strange way of living, we know a little bit about how the virus operates, but far from enough.

Article
5 min read

Work smarter: Live chat best practices

As with any customer support channel, there are tried-and-true ways, as well as less effective ways,…

Article
5 min read

Use group messaging to deliver great customer experiences

Multiple moving parts can come together like a well-oiled machine, and group messaging is quickly becoming the way to do just that.

Article
9 min read

Knowledge base article templates that work

The key is to find the right mix of knowledge base article templates for your customer-audience

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.

Article
7 min read

Through the CIO lens: 5 important CX trends for 2020

Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.

Article
5 min read

What is call centre software?

Call centre software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer, and then deciding which ones you need most.

Article
6 min read

3 tips for improving your IT service desk

Get ideas on how to improve your IT service desk so you create a support loop that benefits the entire company—and your customers.

Article
16 min read

20 customer service CV examples + tips for 2024

Take the next step in your CX career with a customer service CV that stands out. Use one of our 20 templates below to get started.

Article
8 min read

Nine ticketing system tips for outstanding customer service

Customers expect fast response times from your support team. Here are tips for creating a ticketing system to streamline workflows and boost efficiency

Article
8 min read

What is a help desk? Definition, benefits, and functions

Effective help desks keep your customers happy and your employees productive. Learn more below.

Article
6 min read

Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

Article
5 min read

Understanding customer engagement platforms

Real connections with customers can improve customer satisfaction, sales, and retention. A customer engagement platform helps businesses manage complex customer relationships.

Article
5 min read

We use customer self-service to decrease ticket volumes, and you can too

Improving your self-service content can help you decrease ticket volumes in times of crisis and beyond. Follow these steps to identify effective changes.

Article
3 min read

Answer Bot® is here to help: better comprehension, more languages, less effort

With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.

Article
6 min read

What is a mobile help desk?

Mobile help desk software can give agents the tools that they need to do their job from anywhere with an Internet connection

Article
7 min read

The knowledge management system in practice

A knowledge management system helps people find, contribute to or benefit from a company's institutional knowledge.

Article
9 min read

Five of the best knowledge management examples

Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop

Article
12 min read

Consumer trends during The Great Reset: How do we want to move forward?

As governments and businesses talk about how to open after shelter-in-place orders, there’s a lot to…

Article
11 min read

How to start a call centre (without breaking the bank)

What is a call centre? Put simply, it’s a team of customer service agents that responds to incoming calls concerning customers’ problems. Here’s how to start one.