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1 min read

Three things to keep in mind when recruiting customer service agents

Finding the right customer service agents is a difficult task.

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3 min read

Omnichannel vs. the other way

If you’ve followed Marisa’s journey with Frozen Outdoor, as well as how—and why—the company implemented omnichannel customer service, then you might be wondering: what’s it like for agents on the

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2 min read

Announcing the Zendesk and WhatsApp Integration

We’re excited to announce the launch of our integration with WhatsApp Business Solution.

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3 min read

What’s the haps with the apps?

We’re closing out July with some great new apps: GDPR Redaction App The GDPR Redaction App helps you remove user and ticket data in accordance with GDPR requests

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.

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6 min read

How to build customer loyalty with shipping

Some retailers see shipping and delivery as solely utilitarian.

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5 min read

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

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3 min read

Growth requires change

Company growth yields many opportunities and challenges.

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5 min read

Slack excels at onboarding customers: here’s how

How did Slack go from none to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.

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3 min read

Start your omnichannel journey the right way

Understanding the value of the omnichannel experience is one thing, but successfully implementing it?

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2 min read

What to consider before you offer global support training

As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions

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5 min read

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, along with additional agents benefits when using video for remote support

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4 min read

New Zendesk research: how to go omnichannel

Omnichannel has rapidly become the standard for meeting customer expectations in support.

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5 min read

Stairway to success: How to grow in your support role

Esperanza “Zsa” Trias has leadership in her blood; after all, her great-grandfather, Mariano Trias, was the first de facto vice president of the Philippines.

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4 min read

Agent education: 3 top priorities

Want a surefire recipe for dismal customer satisfaction?

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4 min read

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing

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5 min read

An integration libation

Zendesk plus some great new apps are a recipe for a great cocktail.

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4 min read

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.

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4 min read

New Zendesk research: omnichannel and better support

Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.

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6 min read

Keep your knowledge base healthy with the newest innovations

The healthiest knowledge bases are constantly iterated and improved upon over time, which we know only happens if agents and team members are empowered to contribute to and maintain the content