Article
1 min read

Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

Article
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Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.

Article
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How to forecast sales: sales forecasting methods and models

Sales forecasting is a key component of any business. Implement correct sales forecasting techniques to improve your business decisions.

Article
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Seven examples of bad customer service (and how to be great instead)

Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Article
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Are customer surveys effective?

How you can learn from customer surveys – without overwhelming customers with them.

Guides and ebooks
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Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

Article
8 min read

Top 18 customer service metrics to measure

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

Article
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The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

Article
1 min read

Why omnichannel support is no fairytale

Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.

Article
9 min read

Agility and the total cost of the customer experience

Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.

Article
16 min read

60+ customer service terms and definitions: the ultimate glossary

Find out the key terms every customer support agent should know with this easy-to-use customer service glossary.

Guides and ebooks
5 min read

Customer service structure: how to build an effective support team

Structuring your customer service organisation requires rethinking how to best provide support, what people and skills you need and how you plan to organise it.

Article
19 min read

Customer service definition and skills for 2021 and beyond

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships

Article
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13 strategies for becoming a customer-driven company

Most business leaders understand that focusing on customer needs plays a key role in whether a…

Article
6 min read

10 help desk metrics for service desks and internal help desks

It can be hard to identify the help desk metrics or service desk metrics that really matter for your organisation, but these 10 are a good place to start.

Guides and ebooks
1 min read

Conversational support made easy with Zendesk

Depending on the size of your support operations, it might seem easier to stay with a…

Ebook
1 min read

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.

Ebook
1 min read

Cultivating customer loyalty by supporting choice making

Every customer likes to choose from a wide array of options, right? Well, maybe not.

Article
2 min read

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.