Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
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Article
13 min read
SMART customer service goals to aim for in 2024
How do you write a customer service goal? We teach you the SMART goals model for setting and achieving key customer service objectives.
White Paper
1 min read
The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.
White Paper
Report: Over the Top (OTT) Support
Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.
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.
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How to introduce support reps to your CX strategy
When shifting your CX strategy, your support representatives are an important resource. They know your product…
Article
7 min read
What is customer success enablement? The ultimate guide
Customer success enablement ensures agents have the training, processes, and tools they need to do their jobs well. Supporting your customers starts with supporting your own people.
Article
10 min read
A tactical guide to preventing and surviving a social media crisis
Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…
Article
7 min read
How gamification is leveling up customer service
Exponential growth in customer expectations, an increasingly competitive consumer market, the global influx of customer complaints…
Article
11 min read
11 support tools every customer service team should have
Customer experience management is about providing consistent service. Here's our expert advice on how to do that.
Article
8 min read
An enterprise guide to personalized service
Enterprise companies often get a bad rap when it comes to personalized service. It’s on you to change the narrative.
Article
13 min read
Customer segmentation: Guide to types, tips, and strategy
Customer segmentation isn’t just for marketing and product teams. Learn how you can put segmentation to work to create personalized support experiences for your customers.
Article
5 min read
Why experience data is key to better customer service
Today, quality customer service is more important than ever. One in three customers are abandoning brands…
White Paper
1 min read
Report: CX Champions of Europe
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Europe are driving CX success.
White Paper
1 min read
Report: CX Champions of Asia Pacific
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how CX Champions across the Asia Pacific region are driving CX success.
White Paper
1 min read
Report: CX Champions of Latin America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Latin America are driving CX success.
White Paper
1 min read
Report: CX Champions of North America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how leaders in the United States and Canada are driving CX success.
Article
8 min read
How to identify and support your most valuable customer segments
Using segmentation to better serve your best customers.
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