Research and trends

Article
6 min read

5 benefits of using customer service chatbots with AI

Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

Article
8 min read

What is the difference between chat and messaging?

Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).

Article
1 min read

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…

Article
1 min read

5 biggest gaps in customer service for mid-size companies

Companies like Amazon and Uber have set the standard for customer service, which means that keeping…

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
9 min read

Personalised customer service: what it is and how to provide it

Personalization matters more than ever. Here’s how to leverage customer data and omnichannel support to create personalized customer experiences.

Article
10 min read

How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

Article
7 min read

The types of customer service you should know

With so many different ways to offer customer service, whether it be via email, social media,…

Article
4 min read

Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

Article
1 min read

Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

Article
2 min read

How to structure product support

The customer support agents in tier 1 provide general product support across one or more products.

Article
1 min read

Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.

Article
1 min read

Questions to ask when staffing chat

Many factors need to be considered when determining how to staff your chat support channel.

Article
1 min read

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

Article
16 min read

60+ customer service terms and definitions: the ultimate glossary

Find out the key terms every customer support agent should know with this easy-to-use customer service glossary.

Ebook
1 min read

Cultivating customer loyalty by supporting choice making

Every customer likes to choose from a wide array of options, right? Well, maybe not.

Ebook
1 min read

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.

Article
1 min read

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.

Article
2 min read

Gartner’s 2018 Magic Quadrant for the CRM Customer Engagement Centre

  In the global market for customer service software, Zendesk is once again recognised as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Centre

Article
2 min read

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company