You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

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

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.

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

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

Through mobile applications, social networks, and even instant messaging, brands must be where their customers are, interacting in real time and creating a frictionless customer experience.

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two

See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.

Check out these great new apps. They’ll help you make the most of Zendesk and provide a great experience for your customers.

Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success

When IT leaders are deciding what they need in a CRM platform, there are five important questions they should ask

Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

The customer support agents in tier 1 provide general product support across one or more products.

Data shows that, for global businesses, providing support in multiple languages is well worth the effort.

Support agents don't benefit from clunky interfaces or confusing processes.