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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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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
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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…
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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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