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A comprehensive guide to customer service SLAs (and 3 free templates)

Here’s how and why you should create service level agreements.

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The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

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6 Reasons why every call centre should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

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Ticket deflection: the currency of self-service

Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…

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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Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Centre 2017, Gartner examines the global market for customer service and support applications.

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Work smarter: live chat best practices

As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers

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Ticket escalation: what it is and how to manage it

Learn how ticket escalation works and why a dedicated escalation process is important for your business.

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Excellent customer service, excellent ROI

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you're wary of trying a new ice cream flavor.

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Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk.

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What is a follow the sun model?

The sun never sets for businesses that rely on remote support, and global support, for customer…

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A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organisation is no easy task.

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What comes next? How to overcome professional failure and career setbacks.

So, you just got fired from your job. Or you’ve been doing your own thing, but…

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On hold no more: top 5 benefits of a callback service

No one likes calling a company only to be put on hold. In fact, according to…

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Uncover the true value of your customer support organisation

Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.

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Gartner Predicts 2017: CRM Customer Service and Support – EMEA

2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions

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Customer feedback form examples and how to write your own

Listen to your customers. It’s something a lot of companies say, but not so many of them actually do.

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Empathy and humanistic design are customer service game changers

Airports are a petri dish for the worst customer service blunders.

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“Thank you.” What to do with customer complaints.

There it is: The worst customer satisfaction survey ever. The customer lambasted the company, one of…

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12 funniest customer service scenes in film and television

Bad customer service—when you’re not at its mercy—can be pretty funny. We’ve all been there, so…