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5 min read
Slack kills at onboarding customers: Here’s how
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
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2 min read
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future
Article
6 min read
We’re not all leaders, but we all can practice emergent leadership
When you walk into a room, there’s no easy way to know who has the best…
Article
3 min read
See your business goals through by offering live chat
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.
Article
3 min read
How to get hold music for your business
The right phone hold music keeps customers entertained while they wait for an agent. Learn how to get hold music for your business in our guide.
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9 min read
Will you show up with your emotions, or send an emoji instead?
If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…
Article
9 min read
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
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6 min read
How an omnichannel customer experience contact center works
An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.
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5 min read
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
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6 min read
Emojis at work: the good, the bad, and the legally binding
Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…
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1 min read
Support operations: An introductory guide for 2024
Learn how support operations teams provide customer service agents with the tools and processes to improve efficiency and productivity.
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8 min read
Your smartphone is making you stupid
Among the many life lessons my partner and I learned as we purchased and moved into…
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5 min read
Say it with an emoji. Yes, even at work.
Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…
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7 min read
The unexpected customer service hero—we all have one
Once upon a time, when I was in a painful and difficult marriage, the city was…
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2 min read
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
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1 min read
The Multi-Channel Customer Care Report
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.…
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4 min read
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
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