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3 min read
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
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6 min read
Customer support like texting your (girl)friends
We’re each the sum of the five people we spend the most time with, says Olivia June, founder and CEO of VINA.
Article
5 min read
Say it with an emoji. Yes, even at work.
Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…
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
6 min read
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard
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1 min read
The Multi-channel Customer Care Report
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.
Article
4 min read
Everyone is an SME in the self-service economy
Self-service experiences play a valuable role for scaling companies, helping them optimize internal resources and give customers more value.
Article
7 min read
Building real relationships through technology
BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers
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4 min read
The key to great service? Saying “I don’t know”
We've turned the spotlight on Zac Renault, a customer advocate who provides French language support.
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4 min read
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
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3 min read
How to set up support tiers
If your company is growing, your organizational structure is probably getting more complicated.
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2 min read
Gartner’s Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.
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2 min read
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance
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3 min read
8 support manager skills to develop
Organizations and management structures are always changing.
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2 min read
Multiple products still need to add up to one great experience
As I approach my eighth year at Zendesk, I still recall the first time I visited a customer to watch a team of support agents work.
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3 min read
Raising the bar: 4 more leaders in customer service
Achieving great leadership in customer service means going beyond what’s expected.
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3 min read
Tip of the week: auto-assigning tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
Article
1 min read
Mediaocean empowers better customer support teams and content with Zendesk
Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion
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