Customer support
Tips to set agents up for success and deliver better customer service.
Latest stories
Infographic
1 min read
Your guide to the wonder years of knowledge management
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
Article
8 min read
The many roles of a customer service executive
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
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…
White Paper
6 min read
The importance of customer experience
In their 2019 global customer experience (CX) benchmark report, Dimension Data assert that 9/10 executives recognize…
Article
8 min read
What is customer experience management?
Create a customer experience management strategy to build connections with your buyers, foster loyalty, and stand out from the crowd.
Article
3 min read
The integration party never stops
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
Article
4 min read
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
Article
5 min read
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
Article
3 min read
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
Article
3 min read
What is a support ticket?
Support tickets offer a wealth of data about your customers that can benefit your entire organization — but what do support tickets actually look like?
Article
6 min read
How to collaborate across teams to scale customer support
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
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.
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
3 min read
How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
Article
10 min read
11 customer service response templates to improve workflow
Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.
Article
4 min read
Integration anticipation
I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for
Article
4 min read
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
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
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