Skip to main content

Article


Latest stories

Article
12 min read

Customer success: A guide to what it is and why it matters

Customer success is all about ensuring buyers reach their goals. Create a customer success strategy to increase retention and help your business thrive.

Article
2 min read

3 Results of bad customer service

Here's a list of what providing bad customer service can do for your company

Article
3 min read

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

Article
8 min read

What is first contact resolution (FCR)? Benefits + best practices

When used judiciously, first contact resolution can help increase agent efficiency and improve your customer experience.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
5 min read

6 Reasons why every call center should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

Article
3 min read

Increase conversions with chat

While adding a live chat channel can increase website conversion rates by 29 percent, you can…

Article
3 min read

Setup your agents and end-users for success with Chat

You’ve made the important step of deciding to implement a new Chat channel, but now what?…

Article
3 min read

Create an effortless experience for customers

Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth…

Article
8 min read

Ticket deflection: Enhance your self-service with AI

Boost customer satisfaction and enable your customer support agents to accomplish more with an effective ticket deflection strategy.

Article
2 min read

When the benefits of switching software outweigh the costs

Switching to a new software solution can be a great idea, but the long-term costs of…

Article
11 min read

How to start a sales career (and why you should)

Considering a sales career? Sales professionals weigh in about the perks of the job and share the biggest lessons they’ve learned along the way.

Article
11 min read

Ticket escalation: What it is + 8 ways to manage it

Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.

Article
3 min read

Tiers for fears: Is tiered support for you?

If you’re a business with consistently growing customer base and ticket volume, it might be time…

Article
3 min read

Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As…

Article
4 min read

5 Things to do before you switch solutions

Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So…

Article

Beyond Predictive Analytics: Why the future of AI in sales is prescriptive

Held back by an archaic yet steadfast belief in the “art of sales,” the sales industry…

Article
4 min read

How to be human while collecting customer data

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions…

Subscribe to the blog

The best source of information for customer service, sales tips, guides, and industry best practices. Join us.