Customer support management

Article
5 min read

Why is customer retention important?

Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…

Article
8 min read

Five tips to effectively improve your customer experience

Customer service can make or break a business. But not everyone agrees on what it is…

Article
5 min read

What is contact management? Benefits + features

Contact management is essential for maintaining strong customer relationships. Learn how to organise, track, and optimise your contact information to enhance your business operations.

Article
4 min read

How to ensure effective online customer service

In the traditional sense, customer service has always meant being patient, polite and as helpful as…

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
4 min read

Should you offer customer assistance alongside customer service?

First of all, you might be wondering what exactly is the difference between customer assistance and…

Article
4 min read

Are website or app-based live chats better for customers?

According to Econsultancy, “73% [of customers were satisfied with their live chat support], compared with 61%…

Article
3 min read

Contact centres vs call centres: what is the difference?

Are you unsure whether to invest in a contact centre or a call centre to help…

Article
6 min read

A step-by-step guide to a new CRM integration

Customer relationship management (CRM) integrations can be a time-consuming and costly process if they’re not planned…

Article
5 min read

Should customer relationship management be a job?

Every business has customers, in whatever form that takes, and improving relationships with them should be…

Article
10 min read

Here’s how European companies actually got faster at solving customer issues last year

When a customer contacts a support team, two things are top of mind—how quickly they can…

Article
6 min read

Agile omnichannel strategies for the post-pandemic era

What already emerged as a trend in the communication between companies and customers in 2020 has…

Article
6 min read

The agile CX business: From tickets to conversations

A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…

Article
5 min read

The key to customer service in 2024: daring to be more agile

E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?

Article
5 min read

Give your agents the context they need to solve customer problems

When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.

Article
7 min read

Customer Experience (CX) - Taking a customer-first approach

Customer experience is a term you are probably already familiar with if you’re a mid-market or…

Article
6 min read

How to invest in the right CX technology for the future of your business

Achieving business success has always been a balancing act. On one hand, it’s about understanding how…

Article
5 min read

Finding the recipe for the new, connected retail experience

To say that 2020 was a challenging year for retail is somewhat of an understatement. But…

Guides and ebooks
1 min read

Best practice for conversational customer service

Companies are gravitating towards conversational customer support for the same reasons customers are: it's fast, personal, convenient and secure.

Article
7 min read

Becoming a future-ready business

During testing times, nothing is more important than human connection. That is exactly why this particular…