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Agile practices (2): Agility starts with self-service

Agile companies are pouring resources into online help centres, and with good reason. Content reflects the…

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What is good customer care in 2021?

Customer care is a core function of any business – but what does good customer service…

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Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…

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Why is customer retention important?

Many businesses measure success by new customer acquisition or increasing their customer base: the bigger the…

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.

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Five tips to effectively improve your customer experience

Customer service can make or break a business. But not everyone agrees on what it is…

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How can technology help provide better customer care?

Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…

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What is contact management? Benefits + features

Contact management is essential for maintaining strong customer relationships. Learn how to organise, track, and optimise your contact information to enhance your business operations.

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The psychology behind customer engagement with surveys

Survey design psychology is a complex field, looking not only at the way your survey appears…

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How to ensure effective online customer service

In the traditional sense, customer service has always meant being patient, polite and as helpful as…

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Should you offer customer assistance alongside customer service?

First of all, you might be wondering what exactly is the difference between customer assistance and…

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Are website or app-based live chats better for customers?

According to Econsultancy, “73% [of customers were satisfied with their live chat support], compared with 61%…

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Contact centres vs call centres: what is the difference?

Are you unsure whether to invest in a contact centre or a call centre to help…

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A step-by-step guide to a new CRM integration

Customer relationship management (CRM) integrations can be a time-consuming and costly process if they’re not planned…

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Should customer relationship management be a job?

Every business has customers, in whatever form that takes, and improving relationships with them should be…

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Digital-first customer service – it’s good for customers and the bottom line

The way customers expect to interact with businesses has changed.

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Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

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Here’s how European companies actually got faster at solving customer issues last year

When a customer contacts a support team, two things are top of mind—how quickly they can…

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Agile omnichannel strategies for the post-pandemic era

What already emerged as a trend in the communication between companies and customers in 2020 has…

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The agile CX business: From tickets to conversations

A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…