Article

Article
4 min read

6 easy steps to trial Zendesk Talk

Zendesk believes phone support is a powerful way for companies to help their customers – and,…

Article
13 min read

What is a sales funnel? Strategies on how to create one (+ examples and templates)

A sales funnel is critical for understanding the path to purchase. Learn how it works and how to build one so you can increase conversions.

Article
2 min read

Play nicely in the ticket queue using the Play button or Guided mode

Optimising ticket workflow is top of mind for any customer service manager and becomes even more…

Article
3 min read

Default triggers explained

Triggers are business rules that are automatically executed in response to certain events that have occurred…

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
2 min read

Community tip: how to set a reminder on a ticket

It’s great to be able to put a ticket on hold but I’m sure you’ve suffered…

Article
7 min read

Top 10 change management models: a comparison guide

Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organisational shifts.

Article
5 min read

Welcome to Showcase: where we shine a light on the intelligent heart of customer experience

Customer experience is now shaping the way companies across the world do business. We’ve seen companies…

Article
7 min read

What is first contact resolution (FCR)? Benefits + best practice

When used wisely, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.

Article
3 min read

Fill knowledge gaps with the Knowledge Capture app

A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next.

Article
9 min read

What exactly is direct selling? | A direct sales explainer

Don’t be so quick to dismiss D2C sales. With more customers shifting online, you need to take advantage of the growing direct selling market.

Article
5 min read

What is a knowledge base? The essential tool you’re missing

Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.

Article
19 min read

What is conversational commerce?

Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.

Article
11 min read

Skills-based routing: What it is + how it works + types

Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.

Article
5 min read

Horizontal Experience: what is it and how can companies benefit from it?

It’s no secret that customer experience is now influencing the way many companies operate. Adopting a…

Article
4 min read

Revolutionising customer support: Unleashing the power of emerging technologies

In today’s fast-paced digital landscape, businesses are constantly striving to enhance customer support experiences and optimise…

Article
4 min read

The top trends behind manufacturers' CX revolution

Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…

Article
4 min read

Our top four CX trends for 2023

If the last year taught us anything, it’s that we must stay flexible and agile in…

Article
5 min read

The role of review management in transforming customer experience management

As businesses continue to evolve and compete in today’s highly digital and connected world, the importance…

Article
6 min read

WhatsApp chatbot: use this tool to optimise your customer service

Get to grips with everything about the WhatsApp chatbot: how it works, 4 advantages and 3 essential steps to activate and streamline your customer service