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4 min read
How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities. In the…
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7 min read
The Empathy Economy: Care, so your customers will too
I probably don’t need to tell you this, but trust is in short supply these days.…
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5 min read
Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
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4 min read
How Zendesk customers gain value with ticketing and real-time support
Instant communication is the expectation when it comes to support, and when more than 53% of…
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8 min read
Innovation requires everyone in the band
It would be amazing if every employee at every company was having regular eureka moments about…
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6 min read
Using a smart knowledge base to unlock agent potential
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
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11 min read
4 ways customer support agents can make a career pivot
Recently, while watching old episodes of The Office, I was reminded of the root basis of…
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3 min read
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge…
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6 min read
Changing the narrative on careers in customer service
Customer service jobs have a reputation for being entry-level, means-to-an-end gigs that go nowhere. But in…
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6 min read
Take it from Zappos—holiday hiring is everything
Though it’s only September, many companies are already deep into preparation for the upcoming holiday season.…
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13 min read
Founders are leaning in to service when launching customer-focused startups
How startups can leverage customer feedback to build better relationships
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7 min read
Why high-HQ companies welcome back boomerang employees
Early in my career, I left a role to work for a competitor. It was my…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
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14 min read
Take care of yourself, your team, and your customer—in that order
The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…
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6 min read
Proven tips for retailers to make the most of this holiday shopping season
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy
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7 min read
How to keep remote employees from feeling out of sight, out of mind
It’s no secret that the workplace of today looks dramatically different than it did a decade…
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3 min read
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
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8 min read
How to develop your customer service voice and tone: A guide
Customer service tone of voice comes down to attitude—that is, the quality or feeling in your voice expressed by the words you are using.
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