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.

We’re welcoming the new year with some great new apps to help you make the most of Zendesk!

Offering omnichannel customer service is the core of any organization’s support strategy.

The warnings say robots are coming for our jobs, but it’s more accurate to say they—AI-supported automation, that is—are taking over tasks that should be automated anyway

Feedback in business is crucial to growing and improving. It's beneficial to take a closer look at what's working and what isn't. But where do you start?

Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0.

No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone

Many factors need to be considered when determining how to staff your chat support channel.