Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
Latest stories
Article
5 min read
The year of the digital tipping point - seen from the UK and continental Europe
Our Customer Experience Trends 2021 report demonstrates that two-thirds of European decision makers are saying Covid-19…
Article
6 min read
Silent customer: learn about their characteristics and how to deal with them
Look at the main characteristics of a silent customer and learn how to not only recognise them, but also to listen to the customer.
Guides and ebooks
1 min read
The digital tipping point: How SMBs can accelerate CX success in 2024
In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…
Article
12 min read
Customer self-service: what it is, why it's important, and how to get it right
Customer self-service is a set of tools and resources that allow customers to complete tasks independently. Discover the benefits and more in this guide.
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
15 min read
The ultimate guide to call centres
Whether you want to become a call centre agent or start your own call centre, here's everything you need to know before you get started.
Article
10 min read
Types of customer service: give your customer the best service
Discover the types of customer service that your company can offer to customers, to provide them with a good service and ensure customer satisfaction.
Article
13 min read
Cloud computing: The best guide for customer service teams
Learn why it's vital for your support team to take advantage of cloud computing and how to get your team online.
Article
14 min read
How to deal with angry customers: 17 tips and templates
Knowing what to say to angry customers can turn a tense situation into an opportunity. Learn how to deal with irate customers and use our free templates.
Article
6 min read
Customer service training: 6 steps to effectively prepare your team
Step by step on how to provide customer service training to your employees! How to engage and what are the main topics in the field.
Article
5 min read
CX trends 2021 in the tech and software industries: Towards a new era of customer engagement?
Europe’s tech sector is now worth four times what it was five years ago as some…
Article
4 min read
4 Customer service models for 2021 that help you and your clients be successful
Human service or automated solutions? Take a look at the service models and when to use each one in order to promote customer success
1 min read
The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs and ROI of an enterprise-wide CX transformation.
Article
6 min read
The Customer Success role: main activities and its importance within a company
Maintain revenue and promote customer success. See more about the activities of the Customer Success position and why having it in your company is important.
Article
10 min read
How to set SMART goals for customer service
The road to unhappy customers is paved with vague intentions. Ok, so that’s not precisely how…
Article
5 min read
Retail in Europe: Reigniting growth after the ‘great reset’
According to the European Journal of Social Psychology it takes between 18 and 260 days to…
Article
5 min read
How CX is critical for the new digital world of financial services
The adoption of mobile over the last 20 years has dramatically changed the face of financial…
Article
4 min read
Three great knowledge management examples to help you and your customers
Good design, simple browsing and easy access to information. See some examples of knowledge management and recommended practices.
Article
6 min read
AI in customer service: what it is, how to use it and its impact on your company
A guide to everything about artificial intelligence in customer service. What is it, how can you use it, and what is its impact on the company? Use cases and benefits.
Article
6 min read
Redefining CX for a new era – CX Trends in Europe 2021
During times of significant uncertainty, the main thing humans want is communication. Over the last year,…
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