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Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

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Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

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How to structure product support

The customer support agents in tier 1 provide general product support across one or more products.

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Enhancing the agent experience with contextual workspaces

Support agents don't benefit from clunky interfaces or confusing processes.

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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Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.

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Appy New Year!

We’re welcoming the new year with some great new apps to help you make the most of Zendesk!

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Chat support models: shared vs dedicated

Offering omnichannel customer service is the core of any organization’s support strategy.

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How to forecast sales: sales forecasting methods and models

Sales forecasting is a key component of any business. Implement correct sales forecasting techniques to improve your business decisions.

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5 questions to ask customers to improve your customer support

Feedback in business is crucial to growing and improving. It's beneficial to take a closer look at what's working and what isn't. But where do you start?

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Seven examples of bad customer service (and how to be great instead)

Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.

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Are customer surveys effective?

How you can learn from customer surveys – without overwhelming customers with them.

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Questions to ask when staffing chat

Many factors need to be considered when determining how to staff your chat support channel.

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The integration constellation

Look to the skies, or just our Apps Marketplace, to learn about all the great new integrations.

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Partners make the sun shine brighter

The promise of technological change in the future is ratcheting up consumer expectations with businesses.

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Top 18 customer service metrics to measure

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

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The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

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Why omnichannel support is no fairytale

Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.

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Agility and the total cost of the customer experience

Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.

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60+ customer service terms and definitions: the ultimate glossary

Find out the key terms every customer support agent should know with this easy-to-use customer service glossary.