Customer support management

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
3 min read

Enhancing the agent experience with contextual workspaces

Support agents don't benefit from clunky interfaces or confusing processes.

Article
2 min read

Chat support models: shared vs dedicated

Offering omnichannel customer service is the core of any organization’s support strategy.

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
3 min read

5 questions to ask customers to improve your customer support

Feedback in business is crucial to growing and improving. It's beneficial to take a closer look at what's working and what isn't. But where do you start?

Article
12 min read

Seven examples of bad customer service (and how to be great instead)

Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.

Guides and ebooks
1 min read

Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

Article
8 min read

Top 18 customer service metrics to measure

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

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
1 min read

Why omnichannel support is no fairytale

Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.

Article
9 min read

Agility and the total cost of the customer experience

Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.

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.

Guides and ebooks
5 min read

Customer service structure: how to build an effective support team

Structuring your customer service organisation requires rethinking how to best provide support, what people and skills you need and how you plan to organise it.

Article
14 min read

What is customer service?

Customer service is the support you offer customers throughout a business relationship. Learn why it’s important and assess your own customer service aptitude.

Article
2 min read

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.

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

Your guide to omnichannel support

Your door is always open, regardless of your business or support hours.

Article
1 min read

Omnichannel support made easy with Zendesk

There's no "one size fits all" when it comes to omnichannel success.

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.