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Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

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What is a support ticket?

Support tickets offer a wealth of data about your customers that can benefit your entire organisation – but what do support tickets actually look like?

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Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…

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Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

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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How to improve the customer experience through conversational customer service

Through mobile applications, social networks, and even instant messaging, brands must be where their customers are, interacting in real time and creating a frictionless customer experience.

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How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

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10 types of customer service you should know

Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.

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3 smart solutions to common customer service challenges

While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.

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5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need in a CRM platform, there are five important…

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Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

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Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

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How to structure product support

The customer support agents in tier 1 provide general product support across one or more products.

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Enhancing the agent experience with contextual workspaces

Support agents don't benefit from clunky interfaces or confusing processes.

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Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.

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Appy New Year!

We’re welcoming the new year with some great new apps to help you make the most of Zendesk!

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Chat support models: shared vs dedicated

Offering omnichannel customer service is the core of any organization’s support strategy.

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How to forecast sales: sales forecasting methods and models

Sales forecasting is a key component of any business. Implement correct sales forecasting techniques to improve your business decisions.

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5 questions to ask customers to improve your customer support

Feedback in business is crucial to growing and improving. It's beneficial to take a closer look at what's working and what isn't. But where do you start?

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Bad customer service: 7 examples and how to improve it

Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.