Customer support management

Article
2 min read

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

Ebook
1 min read

Sharing identity to foster customer loyalty

Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.

Article
4 min read

4 surprising findings on big companies and customer support

One size doesn’t fit all when it comes to running a support team.

Article
4 min read

How AI assistants close the gaps in customer service

AI assistants are capable of quite a bit more than their living room responsibilities.

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
3 min read

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers

Article
2 min read

6 steps towards developing a customer support career path

As with any profession, a customer service job can grow in different directions, leading to many new opportunities.

Guides and ebooks
1 min read

Zendesk’s customer service guide for start-ups

Getting a start-up off the ground is tough enough as it is—but attracting and retaining customers…

Article
1 min read

Three things to keep in mind when recruiting customer service agents

Finding the right customer service agents is a difficult task.

Article
6 min read

How to build customer loyalty with shipping

Some retailers see shipping and delivery as solely utilitarian.

Article
2 min read

What to consider before you offer global support training

As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions

Article
5 min read

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, along with additional agents benefits when using video for remote support

Article
4 min read

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing

Article
4 min read

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.

Article
4 min read

New Zendesk research: omnichannel and better support

Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.

Article
5 min read

Support agents can improve the ecommerce experience

In the world of ecommerce consumer decisions are made in seconds.

Article
3 min read

What is omnichannel customer service?

It’s lunchtime on a Thursday, and Marisa—a busy professional who unwinds by backpacking and rock climbing—realizes that she’s missing a key piece of gear for her annual winter trip to Joshua Tree,

Article
3 min read

Collaborate across your ecosystem with Side Conversations

Getting the right information to or from the right people in a large organization is easier said than done.

Article
5 min read

International relations 101: The keys to multilingual support success

“Querer é poder” is a Portuguese proverb that roughly translates to, “Where there’s a will, there’s a way.

Article
4 min read

Introducing The Suite: Zendesk's omnichannel solution

Zendesk 's newest customer service solution —The Suite.