Service

Article
8 min read

Supporting your customers starts with supporting your agents

With customer engagement at a record high, nearly 70% of agents report feeling overwhelmed. Here’s why investing in the wellbeing of your employees benefits your customers too.

Article
13 min read

4 types of communication styles in the workplace: What’s yours?

Everyone has a unique way of giving and receiving information. Identify patterns to collaborate more effectively by learning the four communication styles.

Article
8 min read

How to prioritise your CX budget

According to the CX Trends report, companies plan to invest more in customer experience across the organisation. Knowing this, what should companies do next - and how?

Article
7 min read

Customer self-service support: why companies need it and how to do it right

To offer superior support, customer service teams need their systems, tools, processes – and most of all – people to work in harmony.

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
10 min read

25 essential customer service skills to develop in 2025

Learn the most important customer service skills for cultivating excellent CX, and utilise our templates to seamlessly incorporate these skills into your CV.

Article
8 min read

7 customer service trends to follow in 2024

Companies have put customer service at the top of their priority lists for 2021, and with…

Article
6 min read

The customer comes first: A step-by-step guide to implementing a customer centric strategy

The customer isn’t always right, but they should come first in your company. Take a look at some strategies to put the customer at the centre of your actions and learn about Customer Centricity.

Article
5 min read

How important is customer service? Understand how it affects your business’s results

What is customer service and how important is it? Empathy, transparency and personalisation will help you win over user 4.0.

Article
6 min read

Silent customer: learn about their characteristics and how to deal with them

Look at the main characteristics of a silent customer and learn how to not only recognise them, but also to listen to the customer.

Article
5 min read

Chatbot AI: How they help improve your organization's customer service

The chatbot or smart bot, a key tool for customer service, can provide you with many benefits. Learn about the advantages of using it and how it works.

Article
5 min read

Cohort analysis: What is it and how can it help you understand your customers?

Cohort analysis: Learn how to carry out a cohort analysis to understand your customers' behaviour, improve their experience and your company's competitiveness.

Article
8 min read

Creating an FAQ page? Here's what you need to know.

Get creative with your FAQ page to provide robust self-service options and enrich your customer experience.

Article
10 min read

What is CX and how has it changed in 2024?

Customers are saying CX matters more than ever before. Find out how to meet shifting consumer expectations and provide exceptional customer experience.

Guides and ebooks
1 min read

How mid-to-large-sized businesses can accelerate CX success in 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…

Guides and ebooks
1 min read

The digital tipping point: How SMBs can accelerate CX success in 2024

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…

Article
12 min read

Customer self-service: what it is, why it's important, and how to get it right

Customer self-service is a set of tools and resources that allow customers to complete tasks independently. Discover the benefits and more in this guide.

Article
15 min read

The ultimate guide to call centres

Whether you want to become a call centre agent or start your own call centre, here's everything you need to know before you get started.

Article
10 min read

Types of customer service: give your customer the best service

Discover the types of customer service that your company can offer to customers, to provide them with a good service and ensure customer satisfaction.

Article
11 min read

Millennials vs. Gen Z: how their customer service expectations compare

Millennials and zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer service expectations and preferences.