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Best practices

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


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8 min read

Support tiers: The 5 levels + how to set them up

An effective support tier structure is critical to optimize customer experience and employee retention. Learn about the five levels and how to implement them.

Article
7 min read

First reply time: 9 tips to deliver faster customer service

First reply time refers to how quickly an organization can respond to a customer. Learn how to measure, track, and improve this crucial metric in our guide.

1 min read

How to improve your sales process

A good sales process is the foundation of any successful sales organization. And just like in…

Article
14 min read

Customer service ROI: How to measure and improve it

Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.

Article
12 min read

Customer success: A guide to what it is and why it matters

Customer success is all about ensuring buyers reach their goals. Create a customer success strategy to increase retention and help your business thrive.

Article
8 min read

What is first contact resolution (FCR)? Benefits + best practices

When used judiciously, first contact resolution can help increase agent efficiency and improve your customer experience.

Article
8 min read

Ticket deflection: Enhance your self-service with AI

Boost customer satisfaction and enable your customer support agents to accomplish more with an effective ticket deflection strategy.

Article
11 min read

Ticket escalation: What it is + 8 ways to manage it

Proper ticket escalation is key to solving customer issues promptly. Learn how it works and why a dedicated escalation process is important for your business.

Article

Customer service management: Key benefits and strategies

Effective customer service management can improve customer loyalty and employee retention. Read along to learn its benefits, how to implement it, and more.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
20 min read

Customer service cover letter examples and tips

Use our customer service cover letter examples to stand out from your competition and set yourself up for success.

Article
3 min read

Multilingual customer support: What it is + 5 tips to execute

Providing multilingual support is key to casting a wide net in the marketplace and establishing a diverse, loyal customer base.

Article
34 min read

Top 22 customer service interview questions and answers in 2024

Our comprehensive list of the best customer service interview questions and answers can help you build a dream team of customer service representatives or prepare for your next customer service interview.

Make yourself heard

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

Article
15 min read

How to hire customer support agents in 8 steps

Struggling to find the right customer support talent? Our guide shows you step-by-step instructions on how to hire customer service reps who create exceptional experiences.

Article
8 min read

8 tips for building a thriving help center

Most customers prefer solving issues on their own, but that doesn’t mean they should be left alone. Learn some best practices for building a help center.

Article
8 min read

Customer lifetime value (CLV): What it is + how to calculate it

Customer lifetime value is how much a consumer will spend with your business over time. Learn how to calculate and increase this crucial metric in our guide.

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