Article

Article
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

Article
4 min read

Making the most of an NPS survey

What can an NPS survey tell you about your customer experience?

Article
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

Guides and ebooks
3 min read

Introducing Answer Bot®

A new way for customers to find the answers they seek even faster - introducing Answer Bot.

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.

Article
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

Article
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

Article
3 min read

Knowledge management is power—and empowering

Equipping your frontline customer service teams with product knowledge is one thing.

Article
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.

Article
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

Article
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

Article
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

Article
5 min read

What is SLA? Customer service SLAs guide + free templates

Here’s how and why you should create service level agreements.

Article
3 min read

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

Article
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…

Article
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…

Article
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.

Article
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

Article
11 min read

Ticket escalation: what it is and how to manage it

Learn how ticket escalation works and why a dedicated escalation process is important for your business.

Article
3 min read

Excellent customer service, excellent ROI

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you're wary of trying a new ice cream flavor.