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Best practices

Strategies, how-tos, and ideas to inspire you.


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Article
10 min read

What is lead management? Definition and best practices

Discover how to use a robust lead management process to boost your business and move qualified leads down the sales funnel.

Article
7 min read

Customer expectations: Definition, types, and tips

Customer expectations frequently change, so staying informed is essential. Learn what customers expect and how you can earn and keep their business.

Best practices for conversational customer service

Companies are gravitating towards conversational customer support for the same reasons customers are: it's fast, personal, convenient, and secure.

Article
13 min read

What is a sales funnel? Strategies on how to create one (+ examples and templates)

A sales funnel is critical for understanding the path to purchase. Learn how it works and how to build one so you can increase conversions.

Article
16 min read

What is customer service?

Customer service is the support you offer customers throughout a business relationship. Learn why it’s important and assess your own customer service aptitude.

Article
12 min read

Personalization 101: What it is, importance, and examples

Use consumer data to perfect the customer experience (CX) with personalized products, customer service, and messaging.

Article
12 min read

Customer self-service: what it is, why it's important, and how to get it right

Customer self-service is a set of tools and resources that allow customers to complete tasks independently. Discover the benefits and more in this guide.

Article
13 min read

What is a call center? Definition, types, and how they work

A call center is a team of customer service specialists who field customer calls. Learn what it takes to build a productive call center that provides great customer experiences.

Article
13 min read

Customer feedback: 7 strategies to collect and leverage it

Customer feedback is a goldmine of insights—if you know how to get it and use it well.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
8 min read

What is cross-selling? The complete guide (+ examples)

Cross-selling is the process of selling a related product or service to an existing customer.

Article

What is online customer service? + 9 ways to improve it

Online customer service is the process of answering customer questions digitally using tools such as email, social media, and more. Learn more in this guide.

Article
15 min read

What is conversational AI? How it works, examples, and more

Learn how conversational AI is transforming CX and how you can use it to benefit your business, agents, and customers.

Make yourself heard

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

26 min read

52 effective sales email templates (+ writing tips)

Increase your chances of success with these sales email templates that cover every stage of the pipeline, from prospecting to closing.

Article
10 min read

Knowledge-centered service (KCS): The basics + benefits

Knowledge-centered service is a philosophy that leverages the knowledge management process to improve team customer service and organizational productivity. Learn more below.

Article
5 min read

What is call center workforce management?

In a call center, workforce management is a set of processes used to optimize productivity and reduce risk. Learn why this is so important in our guide.

Article
19 min read

5 powerful sales strategies, examples, and best practices

Here’s a five-step approach to creating a sales strategy that attracts, converts, and retains customers.

Article
12 min read

What is a chatbot? + How they work

Chatbots are AI solutions that simulate human-like conversations to deliver 24/7 support and give service teams time back for higher-value tasks.

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