Customer support management

Article
3 min read

Zendesk VoIP for business for more affordable customer calls

How do you turn a customer into a fan? Ironically, one of the best ways to…

Article
5 min read

How can customer service training help during an economic downturn ?

With 74 per cent of business leaders saying that customer service has become even more important…

Article
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.

Article

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.

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
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.

Article
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.

Article
4 min read

How to help remote agents avoid burnout

Learn how to avoid remote agent burnout and how to nurture your team's well-being and connectedness.

Article
12 min read

The ultimate guide to customer segmentation for support teams

Customer segmentation isn’t just for marketing and product teams. Here’s how to put segmentation to work for your support team.

Article
3 min read

What is an agent touch?

Whether it’s to inform your sales or marketing teams, it’s likely that you’ve done lots of…

Guides and ebooks
6 min read

When do Zendesk automations run?

Automations are a tool within the Zendesk platform that can be used to change ticket properties…

6 min read

5 ways customer support affects the bottom line

Good customer support is no longer just about resolving post-sales customer complaints or answering technical questions.…

Article
5 min read

Proactive service: A problem isn’t a problem if you can fix it before it happens

If you really want to get to know your customers – their deepest desires, their pain…

8 min read

Social media tools that can improve your customer service strategy

While you’re likely already using social media as part of your marketing strategy, you might not…

Article
7 min read

Using case swarming to resolve customer issues

With customers demanding more from businesses in terms of customer service and accessibility, it’s never been…

Article
7 min read

What is user adoption and how to achieve it

When your organisation decides to implement a new product, software or tool for employees or customers…

Article
5 min read

Why Customers Stop Using Your Services And How To Prevent It

Securing customer loyalty and attracting new clients is vital to every successful business. But the balance…

Article
6 min read

New customer challenges in a post-pandemic world

Depending on which side of the coin you’re on, you might think that change can be…

Article
6 min read

How to use customer service to promote business growth

When it comes to growing a business, it’s not all about expansion and profit margins. Customer…

Article
6 min read

Google Business Messages: 3 best practices for customer service teams

Meet customers where they are and build stronger connections with them through Google Business Messages.