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Understaffed and extra busy? Here's how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet…

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Zendesk Insights: Advanced Analytics & Reporting

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Zendesk Overview

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Tip of the Week: Queue Management in Zendesk

Wouldn't it be helpful to have a guide that generally outlines the best ways to manage your queue of…

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Customer service rewards and recognition: Happy employees, happy customers

Here's my philosophy: you get happy customers through happy employees

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The good, the bad, and the ugly: the impact of customer service

Our latest infographic highlights the findings of a recent report on customer lifetime value, finally getting…

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Zendesk customization - best practices for UX, part 3

In part 3, we take a look at how certain customizations are done on the back…

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Customer lifetime value (CLV): What it is + how to calculate it

Customer lifetime value is how much a consumer will spend with your business over time. Learn how to calculate and increase this crucial metric in our guide.

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Small and mighty: Empowered support teams lead to CX success for SMBs

“Champion” small businesses deliver on customer service, agent experience, and agility.

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We're connected: four new integrations

We recently announced our new integration with Shopify. Here are four more great new integrations to…

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Customer Support Tool Scorecard

Evaluating a new customer support tool can be a daunting task, and finding the right customer…

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5 steps to setting better customer service goals

Finding the right balance for setting customer service goals is integral to the success of any team

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Simplified IT service management, part 4

I went through my years in IT support never knowing the difference between incidents and problems.…

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Customizing Zendesk Support: Best practices for UX

In Part 2 of our Customizing Your Zendesk series, we look at how some of our…

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Why customer service is so important to online shoppers

Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers…

White Paper
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Protect Your IT Assets

The consequences of overlooking even a single security vulnerability can be severe. If a computer on…

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The History of Customer Support

There was a time when customer support meant you told a shop owner your issue with…