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Best practices

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


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Article
25 min read

18 sales follow-up email templates to boost conversions

The right sales follow-up email can be the difference between making a sale or not making one—we’ve got the templates to help you cross the finish line.

Article
13 min read

Call center management: Best practices and top KPIs to elevate operations

Effective call center management helps you keep customers and support agents happy. Here's how to do it right.

Article
14 min read

88 effective call center scripts: Examples + template

Leverage our call center scripts and customizable template to help agents deliver consistent and excellent customer service experiences.

Article
4 min read

Customer service BPO: What is it + do you need it?

Customer service BPOs can help you reach your support goals. Learn what they are and how to determine if they are right for your organization.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
7 min read

10 types of customer service you should know

Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.

Article
12 min read

How to create customer surveys: 8 tips + templates

Use our customizable survey templates to create customer surveys your audience will want to complete, helping you collect usable, quality customer feedback.

Article
12 min read

How to deal with difficult customers: 13 tips + examples

Understanding how to deal with difficult customers is essential in customer service. Learn how to turn a challenging situation into a great customer experience.

Article

What is proactive customer service? Examples + strategies

Proactive customer service is about anticipating customer needs. Learn how addressing potential issues before they arise can build customer trust.

Article
10 min read

Customer Effort Score simplified + how to measure it

Customer Effort Score is a metric that measures how easily customers get what they need from your company, from checking out to resolving an issue.

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

Article
9 min read

12 help desk metrics to measure support performance

Here are 12 help desk metrics and KPIs to measure your business's ability to serve customers or employees.

1 min read

Customer Experience Guide

We all know that for any company to succeed, it must first and foremost focus on…

Article
11 min read

Skills-based routing: Definition, process, and best practices

Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.

Article
11 min read

What is average handle time (AHT) and how do you calculate it?

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

Article
9 min read

Customer service objectives: 7 objectives you can copy

Customer service objectives align agents with department goals to provide the best service. Create effective objectives with advice from industry leaders.

Article
9 min read

21 customer service KPIs every support team needs to track

Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.

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.

Article
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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