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Customer service definition for 2020 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

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Scaling your support team: 7 common questions answered Article

Scaling your support team: 7 common questions answered

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…

Personalise outreach at scale with sales engagement automation Article

Personalise outreach at scale with sales engagement automation

To help sales teams make personalised lead outreach more efficient, we are launching new sales engagement automation tools for Zendesk Sell.

Through the CIO lens: 5 important CX trends for 2020 Article

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.

What is a help desk? Article

What is a help desk?

A help desk is an often-overlooked cornerstone of the best customer-service experience, whether internal or external. Here's how it can benefit your business.

Content management v. knowledge management Article

Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

We use self-service to decrease ticket volumes, and you can too Article

We use 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.

The keys to excellent internal help desk management Article

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX Article

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak