Research and trends

Ebook
1 min read

Sharing identity to foster customer loyalty

Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.

Article
4 min read

How Zendesk customers gain value with ticketing and real-time support

Expectations for the speed of support have skyrocketed.

Article
6 min read

5 ways that AI is already benefitting the customer experience

It's great news for businesses that there are already practical applications of AI, especially for the customer experience.

Article
1 min read

Three things to keep in mind when recruiting customer service agents

Finding the right customer service agents is a difficult task.

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
6 min read

How to build customer loyalty with shipping

Some retailers see shipping and delivery as solely utilitarian.

Article
4 min read

New Zendesk research: how to go omnichannel

Omnichannel has rapidly become the standard for meeting customer expectations in support.

Article
3 min read

Five ways in which customer interaction can improve your business

Customers will call, customers will interact and customers will even vent at you. But the truth…

Article
4 min read

De-stress the change management process

Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change

Article
2 min read

Be ready for anything: support forecasting and scheduling

One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service

Article
4 min read

Three things to consider when offering self-service

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness.

Article
8 min read

24/7 Support without 24/7 staff

Providing support around the clock can be very difficult.

Article
2 min read

Content Cues: for agile and collaborative help content

Staying on top of knowledge management for help centers can be tricky, but it's a lot easier with help from artificial intelligence

Article
3 min read

How a great customer experience comes from chat support

Live chat alone can't define your customers’ experience - how they navigate the site, how they engage with support, and where they are on the customer journey all come into play

Article
4 min read

Three customer support KPIs you need to track

Over the years, I’ve been fortunate enough to be included in discussions with some of the world’s most effective customer support leadership teams.

Article
3 min read

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization.

Article
3 min read

See your business goals through by offering live chat

It’s crucial that your live chat goals align with your business objectives.

Article
9 min read

The four C’s of cherry-picking

Learn the causes and solutions Cherry-picking has a negative connotation.

Article
6 min read

5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard

Article
1 min read

The Multi-channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.