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7 min read
First reply time: 9 tips to deliver faster customer service
First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.
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4 min read
Sales and support: Collaborating to increase growth
This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives
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4 min read
Making the most of an NPS survey
What can an NPS survey tell you about your customer experience?
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5 min read
Operation integration
Check out our great new apps and integrations, all designed to help you make the most of Zendesk: Lightning Macros Lightning Macros is a handy app that helps you customize your macros on the fly
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4 min read
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating
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2 min read
How will artificial intelligence assist customer service agents?
The latest innovations in artificial intelligence will showcase features with big upsides for agents
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3 min read
Knowledge management is power—and empowering
Equipping your frontline customer service teams with product knowledge is one thing.
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14 min read
Customer journey map: What it is and how to create one (and examples)
Every company wants to understand what makes customers come to their business – and what makes them leave.
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4 min read
Fantastic voyage: Customer journey mapping is well worth the effort
Customer journey mapping is a way for companies to see what customers really and truly experience with your brand, whether they’re browsing your knowledge base or being talked through a concern by
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3 min read
Which call center metrics should you really focus on?
There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place
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4 min read
Customer success for the win-win
Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible
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5 min read
A comprehensive guide to customer service SLAs (and 3 free templates)
Here’s how and why you should create service level agreements.
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3 min read
The benefits of proactive chat
The name of the customer service game these days is knowing what your customers need before…
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5 min read
6 Reasons why every call centre should use an integrated ticketing system
Despite major improvements in other realms of customer service, many companies are using outdated technology and…
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8 min read
Ticket deflection: the currency of self-service
Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…
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2 min read
Gartner’s 2017 Magic Quadrant for CRM | Zendesk
In this report, Magic Quadrant for the CRM Customer Engagement Centre 2017, Gartner examines the global market for customer service and support applications.
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3 min read
Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
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