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Article
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Community tip: how to set a reminder on a ticket

It’s great to be able to put a ticket on hold but I’m sure you’ve suffered…

Article
7 min read

Top 10 change management models: a comparison guide

Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organisational shifts.

Article
5 min read

Welcome to Showcase: where we shine a light on the intelligent heart of customer experience

Customer experience is now shaping the way companies across the world do business. We’ve seen companies…

Article
7 min read

What is first contact resolution (FCR)? Benefits + best practice

When used wisely, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.

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
3 min read

Fill knowledge gaps with the Knowledge Capture app

A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next.

Article
9 min read

What exactly is direct selling? | A direct sales explainer

Don’t be so quick to dismiss D2C sales. With more customers shifting online, you need to take advantage of the growing direct selling market.

Article
5 min read

What is a knowledge base? The essential tool you’re missing

Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.

Article
19 min read

What is conversational commerce?

Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.

Article
11 min read

Skills-based routing: What it is + how it works + types

Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.

Article
5 min read

Horizontal Experience: what is it and how can companies benefit from it?

It’s no secret that customer experience is now influencing the way many companies operate. Adopting a…

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4 min read

Revolutionising customer support: Unleashing the power of emerging technologies

In today’s fast-paced digital landscape, businesses are constantly striving to enhance customer support experiences and optimise…

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4 min read

The top trends behind manufacturers' CX revolution

Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…

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4 min read

Our top four CX trends for 2023

If the last year taught us anything, it’s that we must stay flexible and agile in…

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5 min read

The role of review management in transforming customer experience management

As businesses continue to evolve and compete in today’s highly digital and connected world, the importance…

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6 min read

WhatsApp chatbot: use this tool to optimise your customer service

Get to grips with everything about the WhatsApp chatbot: how it works, 4 advantages and 3 essential steps to activate and streamline your customer service

Article
4 min read

What is a sales analysis?

Sales analysis is the process of identifying and processing sales and revenue-related data. Processing this data…

Article
5 min read

How do you calculate your customer retention rate?

Customer loyalty comes by respecting and continuously exceeding customer expectations. According to a study published by…

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1 min read

Top 5 retail trends to watch for in 2025

Explore the top retail trends of 2023, including meeting shoppers where they are, the rise of phygital and hyper-personalisation.

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3 min read

Elevating women and embracing equity: How 3 organisations make a difference

See how Zendesk partners are creating more equitable workplaces, advancing women’s careers, and empowering women across the globe.