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4 min read

How self-service helps Reverb hit the right notes with customers

Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.

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9 min read

Customer entitlement: the high price we all pay

Every year, with the help of technology and data-driven insights, companies get better and better at…

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2 min read

6 keys to a successful ticket escalation process

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

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6 min read

Improving the customer experience: why UX writers and customer service should team up

I was terrified the first time I filled out my taxes. Combine dense government jargon with…

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Read the Zendesk Customer Experience Trends Report.

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1 min read

Three things to keep in mind when recruiting customer service agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

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3 min read

Omnichannel vs. the other way

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

Article
12 min read

Harness the power of parenting at work

Returning to work for new mom Serena Williams meant hitting the tennis court for the French…

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2 min read

Announcing the Zendesk and WhatsApp Integration

We’re excited to announce the launch of our integration with WhatsApp Business Solution

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6 min read

How to build customer loyalty with shipping

Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.

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5 min read

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

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8 min read

What women leaders bring to contact centers

Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…

Article
8 min read

The weight of emotional labor in the workplace

Nearly a year ago, Gemma Hartley shook the Internet with her article, “Women aren’t nags—We’re just…

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8 min read

Our technology is only as empathetic as we are

I’ve been to SXSW Interactive six times. Maybe it’s just me, but for many years I…

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2 min read

What to consider before you offer global support training

Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

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5 min read

5 benefits of using Zoom for remote customer support

Provide more in-depth and personalized remote support with Zoom and Zendesk integrations.

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7 min read

Growing up vs. adulting: the journey toward adulthood has changed

A few months ago, I learned about adulting—the modern term for twenty-somethings engaging in adult-like behavior.…

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5 min read

Stairway to success: How to grow in your support role

Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.

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