Service

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

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

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
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.

Article
11 min read

What’s a BPO call centre, and what does it do?

If your business doesn’t have the capacity to handle all your inbound and outbound calls, it may be time to let a BPO call centre step in.

Article
8 min read

What is customer retention rate? How do you calculate retention rate?

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.

Article
7 min read

6 call centre training tips for building an exceptional team of agents

Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience

Guides and ebooks
1 min read

Insights to Explore: A change management guide

The role your data plays has probably evolved since your business has grown, which means now…

Article
4 min read

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

1 min read

Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

Industry leaders need to recognise exactly what kind of impact employees are having on a customer’s experience and take direct steps to ensure that the employee experience is up to par.

Article
8 min read

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Article
5 min read

Inbound vs outbound call centres: What's the difference?

Learn what makes an inbound call centre different from an outbound call centre and how they can benefit your business

Article
7 min read

Loyalty programmes: How they work, examples, and tips

Loyalty programmes can encourage customers to continue purchasing from your brand. Learn why that’s important and explore examples you can emulate.

Article
7 min read

The top call centre tips for beginners or experts

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Article
3 min read

Why messaging is set to be the 2020 customer channel for business

Many businesses are settling into a new reality – finding ways to work from home while…

Article
6 min read

4 customer engagement metrics you should be tracking

By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement