Article

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.

Article
3 min read

Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk.

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

Article
8 min read

What is a follow the sun model?

The sun never sets for businesses that rely on remote support, and global support, for customer…

Article
1 min read

A Zendesk cheat sheet for picking your support solution

Choosing the right support solution for your organisation is no easy task.

Article
9 min read

What comes next? How to overcome professional failure and career setbacks.

So, you just got fired from your job. Or you’ve been doing your own thing, but…

Article
2 min read

On hold no more: top 5 benefits of a callback service

No one likes calling a company only to be put on hold. In fact, according to…

Article
4 min read

17 ways to improve call centre customer satisfaction

Making connections more personal is just one way to improve call centre customer satisfaction. Get our top tips.

Article
1 min read

Uncover the true value of your customer support organisation

Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.

Article
1 min read

Gartner Predicts 2017: CRM Customer Service and Support – EMEA

2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions

Article
8 min read

Customer feedback form examples and how to write your own

Listen to your customers. It’s something a lot of companies say, but not so many of them actually do.

Article
7 min read

Empathy and humanistic design are customer service game changers

Airports are a petri dish for the worst customer service blunders.

Article
6 min read

“Thank you.” What to do with customer complaints.

There it is: The worst customer satisfaction survey ever. The customer lambasted the company, one of…

Article

What is customer satisfaction? Definition and importance

Customer satisfaction measures how happy your customers are with your products or services. For many businesses, it's the key to success—and the reason some fail.

Article
8 min read

12 funniest customer service scenes in film and television

Bad customer service—when you’re not at its mercy—can be pretty funny. We’ve all been there, so…

Article
5 min read

5 tips to help agents provide great support across multiple chats

Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…

Article
4 min read

6 best practices for chat etiquette

Communicating over live chat support can be different than interacting with a customer in person, on…

Article
1 min read

Five signs it’s time to switch from Freshdesk to Zendesk

As your business continues to expand (more customers, bigger internal teams, new products, new regions) and customer experience becomes a core function of your business, you need a customer support solution that won’t hold you back