As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience

Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits.

Learn about some great new apps to help improve and extend your Zendesk experience

There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale.

Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service

An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.

There are some basics to think about when it comes to using data to improve operations across multiple channels.

The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO and more.

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

Duet is a “super-seat” that gives users access to both Sell and Support, enabling sales and support reps to take advantage of the customer data flow between them

AI-powered knowledge bases have become vital to providing high-quality customer service--here's why

Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers

The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up

By improving our own customer service offerings, we aim to learn best practices we can pass along to our customers that enable them to do the same

Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

A new month means new Zendesk integrations

Welcome Smooch to the Zendesk family. We’re excited to see our customers develop messaging experiences that will exceed their own customers' expectations.

Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs

Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs

Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

We identify three customer service goals that companies can measure and the metrics they need to do so