Service

Article
5 min read

Map a customer-centric omnichannel support strategy

The best omnichannel strategy is designed around the customer so that they can move as fluidly between channels as your agents can

Article
4 min read

Design a strategy for seamless omnichannel support

Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of

Whitepaper
1 min read

Better customer experiences with omni-channel engagement

Designing a support experience that enables you to have natural conversations with your customers, regardless of…

Article
7 min read

First reply time: 9 tips to deliver faster customer service

First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.

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
4 min read

Making the most of an NPS survey

What can an NPS survey tell you about your customer experience?

Whitepaper

Why your business needs a sales CRM

With so much money and time invested in sales growth, why are sales leaders still falling…

Article
3 min read

Knowledge management is power—and empowering

Equipping your frontline customer service teams with product knowledge is one thing.

Article
14 min read

Customer journey map: What it is and how to create one (and examples)

Every company wants to understand what makes customers come to their business – and what makes them leave.

Article
4 min read

Fantastic voyage: Customer journey mapping is well worth the effort

Customer journey mapping is a way for companies to see what customers really and truly experience with your brand, whether they’re browsing your knowledge base or being talked through a concern by

Article
4 min read

Customer success for the win-win

Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible

Article
5 min read

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

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

Article
3 min read

The benefits of proactive chat

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

Article
5 min read

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…

Article
8 min read

Ticket deflection: the currency of self-service

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

Article
2 min read

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.

Article
11 min read

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.

Article
8 min read

What is a follow the sun model?

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

Article
1 min read

A Zendesk cheat sheet for picking your support solution

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

Ebook
1 min read

Roll out and manage multiple customer service channels

There is a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts.