Customer support management

Article
5 min read

3 best practices to cultivate loyalty in customer service

Not long ago, loyalty in customer service was fairly simple, both in meaning and in method.…

Article
3 min read

3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…

Whitepaper

How to justify your sales CRM cost

While you might be convinced that your sales team needs a CRM, others within your organisation…

Article
1 min read

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…

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.

Whitepaper

Optimise your sales CRM to improve customer service

In the experience economy, customers expect to have consistency across all interactions with your business. Customer…

Article
7 min read

The ultimate guide to customer relationship management

Discover what customer relationship management actually is, why it’s important, how to select the best CRM…

Guides and ebooks

How four companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with the right tools and…

Guides and ebooks
1 min read

How four companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…

Whitepaper
1 min read

Why enterprise companies' employees need help-desk software

Enterprise companies – especially ones that operate in the technology, healthcare, energy and manufacturing sectors –…

Article
4 min read

11 tips to improve agent productivity and efficiency

Are you ready to take your customer support team to the next level? Follow these tips to boost agent productivity and efficiency.

Article
1 min read

5 biggest gaps in customer service for mid-size companies

Companies like Amazon and Uber have set the standard for customer service, which means that keeping…

Article
4 min read

How is machine learning being used in customer service?

Machine learning in customer service is used to provide a higher level of convenience for customers…

Article
4 min read

Don't be afraid of change

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

Article
4 min read

Knowledge management maturity: Tips for levelling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organisations can keep content relevant.

Article
3 min read

Customer experience is a team sport

As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport

Guides and ebooks
2 min read

Go beyond support: Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information on your customers. With…

Article
4 min read

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Article
5 min read

What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or…

Article
5 min read

5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need in a CRM platform, there are five important…