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Article
5 min read
Messaging apps are open for business
7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging
Article
5 min read
Cultivate community for a better customer experience
A robust user community is a powerful combination of support, social networking, and communications that streamlines the customer experience across the board. Here’s how it can start driving results immediately.
Article
6 min read
The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
Article
4 min read
Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with…
Article
1 min read
Big expectations, small businesses: What customers want in Europe
Good customer service experiences can result in more business from not just that customer, but also…
White Paper
1 min read
5 biggest gaps in customer service for small businesses
The stakes are high for small businesses. Companies like Amazon and Uber have set the standard…
Article
4 min read
Values versus reality: surprising gaps in customer service
We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering
Article
1 min read
Big expectations, small businesses: What customers want
Good customer service experiences can result in more business from not just that customer, but also…
Article
5 min read
3 top priorities in banking customer service
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits
Article
1 min read
Big expectations, small businesses: What customers want in Australia
Good customer service experiences can result in more business from not just that customer, but also…
Article
4 min read
How is machine learning being used in customer service?
Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within…
Article
5 min read
The benefits of owning your support community
The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more
Article
4 min read
What does customer service mean to you?
Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them
Article
5 min read
What’s your type? 4 types of customer service operations
“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided…
Article
3 min read
These consumer contradictions mean AI opportunities in CX
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
Article
3 min read
3 benefits of proactive engagement
Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve
Article
4 min read
How businesses can benefit from proactive messaging
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
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