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7 min read

Live chat vs. phone support: which should you choose? 

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when comparing live chat vs. phone support. 

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5 min read

CX is at a digital tipping point - here’s what IT leaders can prepare for 

As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward. 

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4 min read

The importance of customer service benchmarking

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

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6 min read

Redefining CX for a new era – CX Trends in Europe 2021

During times of significant uncertainty, the main thing humans want is communication. Over the last year,…

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. Register now and secure your spot.

Article
8 min read

How to embrace new behaviours in 2021

2020 brought on a seismic shift in consumer trends, but many industries are adapting.

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9 min read

5 reasons why the customer is always right

“The customer is always right” is often a misunderstood phrase, but it's more relevant than ever as customer experience (CX) becomes a key competitive differentiator.

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7 min read

Digital natives are here to transform your CX

Regardless of whether or not companies were ready, the pandemic accelerated the digital technology adoption timeline from five years to three months.

Article
7 min read

What is Platform as a Service? PaaS examples, applications, and advice

In 2020, the office went virtual. Meetings moved from boardrooms to Zooms, watercooler conversations became Slack…

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3 min read

3 ways B2Cs can improve their CX by proactively supporting consumers throughout their journey

The world has changed, and so have consumer expectations. Consumers want products, services, and solutions fast…

Article
6 min read

How are you catering to the army of new digital shoppers?

Say hello to the latest digital generation. The global pandemic has created a whole new raft…

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3 min read

How to unlock growth with the Zendesk Suite

Customer experience is the new driver for business growth. Read on to learn how you can set up for success.

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6 min read

Zendesk messaging: Customer service in a digital-first world

Cue the confetti! Zendesk messaging is here to help deliver rich conversational experiences connected across your web, mobile and social apps.

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5 min read

Knowledge-centred service (KCS): The basics + benefits

Knowledge-centred service is a philosophy that leverages the knowledge management process to improve team customer service and organisational productivity. Learn more below.

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12 min read

A customer service guide to conflict resolution

Resolving customer conflicts doesn't have to be unpleasant. Adopt FBI-level conflict resolution techniques to improve your customer experience.

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11 min read

16 customer service tips for 2025 and beyond

Customer service tips for customer service Champions.

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2 min read

Shopify x Zendesk: perfectly paired to help retailers connect with customers

See why this powerful partnership means big things for small ‘e-tailers’.

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4 min read

Ways to innovate into 2023 – and beyond

Let’s be honest. The way in which we operated at the start of 2020 will never…

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6 min read

What is call centre workforce management?

In a call centre, workforce management is a set of processes used to optimise productivity and reduce risk. Learn why this is so important in our guide.

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3 min read

Supporting mobile gamers where they are, in the apps they love

Unity and Zendesk partner for uninterrupted customer support in mobile games with the Zendesk SDK for Unity