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8 min read

12 ways AI is changing customer expectations

Artificial intelligence is changing modern businesses by making them more efficient, agile, and capable of delivering…

Article
10 min read

What is tech sales, and how do you break into it?

Today, tech sales mostly refers to software sales—specifically, selling SaaS products. But there’s more to tech sales than that.

Article
13 min read

What is a human resources management system (HRMS)?

Human resources management system definition A human resource management system (HRMS) is a digital backbone for…

7 min read

What is ITIL? The ultimate guide to the IT Infrastructure Library

What is ITIL? Information Technology Infrastructure Library (ITIL) is a framework that helps organisations align IT…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

Article
6 min read

15 winning customer service phrases (+9 to avoid)

Pour some positive vibes into your daily script. These customer service phrases can prepare you for common scenarios so you can take your conversations to the next level.

Article
7 min read

What is Net Promoter Score (NPS)? a complete guide

What is Net Promoter Score? Net Promoter Score (NPS) is a market research metric that measures…

Article
4 min read

11 fresh alternatives and synonyms for "happy to help"

Customers want to have genuine conversations with customer service representatives. Here are some better customer support phrases than "happy to help".

Article
8 min read

What is a cloud call centre and how does it work?

What is a cloud call centre? A cloud call centre, or cloud-based call centre, is a…

Article
10 min read

Customer perception: Definition, importance + how to improve it

Customer perception is customers' opinions, feelings, and beliefs about your brand. Here's how to build, improve, and influence it.

Article
2 min read

ChatGPT vs. Bard

ChatGPT and Google Bard provide similar services but work in different ways. Read on to learn the potential benefits and limitations of each tool.

Article
20 min read

How to build a customer referral programme in 2025 (+ templates)

Customer referral programmes can help expand your audience and generate ongoing revenue. Learn how to build one and leverage our free templates today.

Article
12 min read

Escalation management: Best practices + how to manage it

Escalation management can help organisations solve customer issues quickly and efficiently. Learn how you can bring it to your organisation.

Article
1 min read

Customer sentiment: What it is and why you need to measure it

Explore what customer sentiment is, how it’s analysed, and why tracking and understanding it is so important to business success.

Article
12 min read

20 customer thank you card examples (+ tips for writing them)

Show your customers how much their business means to you with our thank you note samples and email templates.

Article
13 min read

92 customer service statistics you need to know in 2025

Here are the trends, insights, and customer service statistics to know to exceed your customers’ expectations in 2023 and beyond.

Article
6 min read

35 customer experience statistics to know for 2025

Over 50% of customers will switch to a competitor after a single unsatisfactory customer experience. Here’s a list of 35 more customer experience statistics to share with your team.

Article
12 min read

25+ free chatbot templates to improve your CX in 2025

Use these chatbot templates with AI-powered customer service software to provide fast, 24/7 customer support and improve agent productivity.

Article
1 min read

AI-powered ticketing automation: A complete guide for 2025

See how AI-powered ticketing automation can save agents time and reduce costs by helping your business do more with less.

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