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Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences

In this first part of our ‘Agility in Action’ series we examine two aspects that have…

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What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

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Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

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How to identify customer needs and expectations using data

You may think your products or services are the bees’ knees, and you might be right.…

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

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Is a ticketing system the best way to manage customer queries?

“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…

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How to use knowledge management software to make customer service decisions

Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…

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What to look for in your knowledge management system

The knowledge a company holds is a crucial and integral part of its value. Along with…

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Benefits and challenges of CRM marketing

We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…

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A guide to CRM software for small businesses

As a start-up or a small business, you’ll be starting to build up your customer base…

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Agility in Practice: fast responses and fast resolutions in the UK and Europe

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Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

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3 steps to make digital CX more personal

Nothing has accelerated the digital shift quite like the recent pandemic. Within some weeks businesses had…

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Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

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What is good customer care in 2021?

Customer care is a core function of any business – but what does good customer service…

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Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…

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Why is customer retention important?

Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…

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Five tips to effectively improve your customer experience

Customer service can make or break a business. But not everyone agrees on what it is…

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How can technology help provide better customer care?

Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…

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What is contact management? Benefits + features

Contact management is essential for maintaining strong customer relationships. Learn how to organise, track, and optimise your contact information to enhance your business operations.