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How to build customer loyalty with shipping

Some retailers see shipping and delivery as solely utilitarian.

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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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Growth requires change

Company growth yields many opportunities and challenges.

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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.

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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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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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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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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New Zendesk research: how to go omnichannel

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

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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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Agent education: 3 top priorities

Want a surefire recipe for dismal customer satisfaction?

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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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An integration libation

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

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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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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

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Icebreaker alternatives for people who hate icebreakers

“Today is all about getting to know each other, building relationships, and finding out even more…

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Support agents can improve the ecommerce experience

In the world of ecommerce consumer decisions are made in seconds.

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17 min read

20 call centre metrics and KPIs to enhance the CX

Call centre metrics can help you measure your team’s performance and boost your customer experience. Discover some of the most important below.

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Providing support on multiple channels in multiple languages

Just the other day, as I was scrolling through my never-ending reading list, I stumbled upon an article on customer experience which made me raise my eyebrows.