Guides and ebooks
1 min read

Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

Article
8 min read

Top 18 customer service metrics to measure

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

Article
1 min read

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.

Article
1 min read

Why omnichannel support is no fairytale

Omnichannel may feel like a trend or the tech topic of the day, but make no mistake: it is a must-have for any scaling support operation.

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Article
9 min read

Agility and the total cost of the customer experience

Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.

Article
16 min read

60+ customer service terms and definitions: the ultimate glossary

Find out the key terms every customer support agent should know with this easy-to-use customer service glossary.

Guides and ebooks
5 min read

Customer service structure: how to build an effective support team

Structuring your customer service organisation requires rethinking how to best provide support, what people and skills you need and how you plan to organise it.

Article
19 min read

Customer service definition and skills for 2021 and beyond

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships

Article
5 min read

13 strategies for becoming a customer-driven company

Most business leaders understand that focusing on customer needs plays a key role in whether a…

Article
6 min read

10 help desk metrics for service desks and internal help desks

It can be hard to identify the help desk metrics or service desk metrics that really matter for your organisation, but these 10 are a good place to start.

Guides and ebooks
1 min read

Conversational support made easy with Zendesk

Depending on the size of your support operations, it might seem easier to stay with a…

Article
1 min read

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.

Article
2 min read

Gartner’s 2018 Magic Quadrant for the CRM Customer Engagement Centre

  In the global market for customer service software, Zendesk is once again recognised as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Centre

Article
2 min read

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.

Article
1 min read

Omnichannel support made easy with Zendesk

There's no "one size fits all" when it comes to omnichannel success.

Article
1 min read

Team up on self-service with Team Publishing

The key to a great self-service experience for your customers is having great content.

Article
1 min read

Your guide to omnichannel support

Your door is always open, regardless of your business or support hours.

Ebook
1 min read

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.

Ebook
1 min read

Cultivating customer loyalty by supporting choice making

Every customer likes to choose from a wide array of options, right? Well, maybe not.