Best Practices

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Best books to step up your customer service game in 2015 Article

Best books to step up your customer service game in 2015

2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard…

Writing Great Emails to Customers: Q&A with Leslie O’Flahavan Article

Writing Great Emails to Customers: Q&A with Leslie O’Flahavan

There’s no denying that the Internet and social media are changing the way we all communicate.…

The New Face of Customer Service White Paper

The New Face of Customer Service

Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building…

Happy Employees Means Happy Customers: Q&A with Dave Murray Article

Happy Employees Means Happy Customers: Q&A with Dave Murray

Dave Murray will be joining Zendesk for a live webinar on August 19th. To prepare for…

Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha Article

Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha

Frank Pietrucha will be joining Zendesk for a live webinar on July 22nd. To prepare for…

Article

How to Defuse Even the Worst Customer Situations

The most difficult customer service situations demand more of customer service agents than just good intentions…

What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher Article

What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher

Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with…

Article

3 Keys to Building a Kindness Revolution

There’s no question that a great customer service experience is key to keeping customers, and keeping…

Community tip: what metrics should you be tracking? Article

Community tip: what metrics should you be tracking?

By keeping a close eye on your team's current performance, you can start making adjustments to…

3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell Article

3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell

Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with…

The new face of customer service Article

The new face of customer service

Businesses talk a lot about customer loyalty. And for many businesses, building customer loyalty means creating…

CSM Spotlight: what to consider when going live with Zendesk Article

CSM Spotlight: what to consider when going live with Zendesk

New to Zendesk? Today is your day! Join us for a community discussion of tips and…

Community tip: 11 ways to give customers the love with Zendesk macros Article

Community tip: 11 ways to give customers the love with Zendesk macros

11 crowdsourced tips for giving digital hugs and electronic kisses to your customers using Zendesk macros…

Ideas from CloudFlare: Help Center customization Article

Ideas from CloudFlare: Help Center customization

There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives…

Not-so-lonely planet: How to follow the sun and provide global support Article

Not-so-lonely planet: How to follow the sun and provide global support

Are you looking for ways to support customers globally? We created an ebook just for you

Article

Creating a great customer experience in any language

Providing a localized product is just one part of serving your customers in their preferred language—to…

Article

7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

Many people ask, ‘Why is customer service so predictably poor’? as though it’s a rhetorical question…

Provide better customer service in 2014: top books from the past year Article

Provide better customer service in 2014: top books from the past year

We’ve created a list of the best customer service books of 2013 to inspire and inform…

Article

Zendesk masters of customer service webinars

7 Strategies for Turning Angry Customers into Loyal Fans Learn creative problem solving and down-to-earth emotion…

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United Kingdom omnichannel survey