Service

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5 min read

How to Calculate Customer Lifetime Value (CLV)

Calculating your customer lifetime value (CLV) can seem daunting. With so many different formulas and conflicting…

Article
5 min read

9 ways AI can help you communicate better with your customers

From chatbots to intelligent routing systems, AI is transforming how companies communicate with customers. According to…

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6 min read

Why tech leaders must focus on both the customer and employee experience

Zendesk CIO and SVP of Operations, Colleen Berube, sheds light on how the employee and customer experience are inextricably linked.

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How upgrading and maintaining software can improve productivity

We all know that we should keep our apps and devices up to date. From adding…

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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How to track and improve your customer loyalty

Businesses need loyal customers. But gaining and maintaining customer loyalty is hard work. Zendesk’s CX Trends…

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What is product knowledge? Definition + importance for CX

Product knowledge and customer service go hand-in-hand—the more agents know, the better they can serve your customers. Find out how to up your customer service team’s product knowledge and improve your CX.

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Know it all with a chatbot for customer service

Chatbots are a great way for companies to keep up with growing customer expectations. As AI-powered…

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Big Brands CRM Case Studies 2022

Customer service is becoming increasingly important. Zendesk’s CX Trends Report 2022 revealed that 60 per cent…

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Talk the talk and walk the walk with inbound process

Even in the digital age, inbound call centres play an important role in customer support. For…

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5 min read

Streamline call centre BPO management with data-driven WFM

As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs.

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3 min read

CX Trends 2023: immersive CX marks the dawn of a new era in service

Despite economic turbulence and rising customer expectations, companies remain optimistic about the future. That hope is grounded in plans to invest in immersive CX, which is being driven by five distinct trends.

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4 min read

Drive revenue during an economic downturn

Conventional platforms are limited when it comes to fuelling growth. Turn ordinary interactions into personal and extraordinary revenue-generating opportunities.

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4 min read

The role of customer service during an economic downturn

Preparing for change is an always-on job. Focus on where you can see the highest return on your service investments and enable tools and features that save both time and money.

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5 min read

Zendesk Dashboards make data work for you

A data-driven approach to decision-making helps businesses make the right decisions. But understanding your data can…

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7 min read

“Funding squeeze” does not spell doom and gloom for startups seeking VC

Cooler heads will prevail in the new startups funding landscape. Check out these tips for continued growth and success.

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5 min read

5 ways omnichannel routing helps you manage operations effectively

Customers are engaging more with service teams—volume is up 14 percent over 2021, according to our…

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5 min read

How to take airline CX out of a holding pattern

Reach new heights with better customer experiences. Get our top tips and expert advice.

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4 min read

Customer service agents finally get the recognition they deserve

It’s been another year of high stress and raised customer expectations. That’s why this Customer Service Week is a great time to give your support teams a high five for a job well done.

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5 min read

Good-enough service isn’t good enough: 3 strategies to remain competitive

The 2022 CX Accelerator report results are in: progress is stalling—even leading customer service organisations are struggling to meet SLAs and baseline customer expectations.