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Article
5 min read
Work smarter: Live chat best practices
As with any customer support channel, there are tried-and-true ways, as well as less effective ways,…
Article
5 min read
Use group messaging to deliver great customer experiences
Multiple moving parts can come together like a well-oiled machine, and group messaging is quickly becoming the way to do just that.
Article
1 min read
Help centre or help desk? How to differentiate between these powerful self-service tools
According to knowledge base, collects content from your website and offers it as a self-service tool…
Article
9 min read
8 knowledge base article templates that work
The key to success is finding the right mix of knowledge base article templates for your target audience. Use our templates to get a head start.
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.
3 min read
Retail reopening - the importance of an omnichannel service approach
As Europe begins to work through a phased scheme to ease lockdown restrictions, retailers are slowly…
Article
7 min read
Through the CIO lens: 5 important CX trends for 2020
Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.
Article
5 min read
What is call centre software?
Call centre software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer, and then deciding which ones you need most.
Article
6 min read
3 tips for improving your IT service desk
Get ideas on how to improve your IT service desk so you create a support loop that benefits the entire company—and your customers.
Article
16 min read
20 customer service CV examples + tips for 2025
Take the next step in your CX career with a customer service CV that stands out. Use one of our 20 templates below to get started.
Article
8 min read
Nine ticketing system tips for outstanding customer service
Customers expect fast response times from your support team. Here are tips for creating a ticketing system to streamline workflows and boost efficiency
1 min read
2020 state of SMB sales
In this white paper, we take a look at what has changed for SMB sales teams in recent years, the main issues facing SMB sales teams, and the role of technology in small and medium-sized companies
Article
8 min read
What is a help desk? Definition, benefits, and functions
Effective help desks keep your customers happy and your employees productive. Learn more below.
2 min read
Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre
Zendesk is named as a leader in the 2020 Gartner Magic Quadrant for the CRM Customer…
Article
6 min read
Content management v. knowledge management
The real differences between content management and knowledge management – spoiler alert – scaling businesses need both
6 min read
7 best practices for creating a stellar mobile experience
Use these best practices to create a valuable, efficient and convenient mobile experience that will keep your users engaged and loyal
Article
5 min read
Understanding customer engagement platforms
Real connections with customers can improve customer satisfaction, sales, and retention. A customer engagement platform helps businesses manage complex customer relationships.
Article
5 min read
We use customer self-service to decrease ticket volumes, and you can too
Improving your self-service content can help you decrease ticket volumes in times of crisis and beyond. Follow these steps to identify effective changes.
Article
3 min read
Answer Bot® is here to help: better comprehension, more languages, less effort
With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.
Article
6 min read
What is a mobile help desk?
Mobile help desk software can give agents the tools that they need to do their job from anywhere with an Internet connection
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