How-to guides

Guides and ebooks
1 min read

Let’s get conversational: 9 ways to transform your CX with messaging

Messaging apps like Facebook Messenger and WhatsApp have made it easy to connect with anyone, anywhere…

Article
5 min read

30 customer service email templates and best practices for contacting customers

Use these customer service email templates along with customer support software to speed up your email workflows, save time, and increase efficiency at scale.

Guides and ebooks
1 min read

Getting started with Sunshine™

If you’ve ever called a company with a question, only to be bounced to different departments…

Article
16 min read

Customer complaints: definition, examples and resolution tips

Customer complaints aren’t ideal, but they can help improve your business. Here’s how to handle them in an impactful way.

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.

Guides and ebooks
1 min read

A guide to mobile CRM

Your sales team are unlikely to be in front of their computers all day, so they…

Article
4 min read

The 5 most important customer service techniques

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

Whitepaper

How to justify your sales CRM cost

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

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…

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…

Article
7 min read

6 call centre script best practices

The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.

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…

1 min read

How Zendesk helps HR teams with the employee experience

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…

Ebook
1 min read

How Zendesk helps IT teams with the employee experience

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…

Guides and ebooks
1 min read

Conversational support made easy with Zendesk

Depending on the size of your support operations, it might seem easier to stay with a…

Guides and ebooks
1 min read

Zendesk’s customer service guide for start-ups

Getting a start-up off the ground is tough enough as it is—but attracting and retaining customers…

Article
11 min read

What is average handle time (AHT) and how do you calculate it?

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

Article
3 min read

Tip of the week: auto-assigning tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

Article
7 min read

First reply time: 9 tips to deliver faster customer service

First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.

Article
5 min read

A comprehensive guide to customer service SLAs (and 3 free templates)

Here’s how and why you should create service level agreements.