Service

Article
7 min read

Scaling your support team: 7 common questions answered

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…

Article
5 min read

Work smarter: Live chat best practices

As with any customer support channel, there are tried-and-true ways, as well as less effective ways,…

Article
5 min read

Use group messaging to deliver great customer experiences

Multiple moving parts can come together like a well-oiled machine, and group messaging is quickly becoming the way to do just that.

Article
9 min read

8 knowledge base article templates that work

The key to success is finding the right mix of knowledge base article templates for your target audience. Use our templates to get a head start.

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.

3 min read

Retail reopening - the importance of an omnichannel service approach

As Europe begins to work through a phased scheme to ease lockdown restrictions, retailers are slowly…

Article
7 min read

Through the CIO lens: 5 important CX trends for 2020

Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.

Article
5 min read

What is call centre software?

Call centre software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer, and then deciding which ones you need most.

Article
6 min read

3 tips for improving your IT service desk

Get ideas on how to improve your IT service desk so you create a support loop that benefits the entire company—and your customers.

Article
8 min read

Nine ticketing system tips for outstanding customer service

Customers expect fast response times from your support team. Here are tips for creating a ticketing system to streamline workflows and boost efficiency

Article
8 min read

What is a help desk? Definition, benefits, and functions

Effective help desks keep your customers happy and your employees productive. Learn more below.

Whitepaper
2 min read

Gartner Magic Quadrant for the CRM Customer Engagement Centre

Zendesk is named a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Centre.

2 min read

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Centre

Zendesk is named as a leader in the 2020 Gartner Magic Quadrant for the CRM Customer…

Article
6 min read

Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

6 min read

7 best practices for creating a stellar mobile experience

Use these best practices to create a valuable, efficient and convenient mobile experience that will keep your users engaged and loyal

Article
5 min read

Understanding customer engagement platforms

Real connections with customers can improve customer satisfaction, sales, and retention. A customer engagement platform helps businesses manage complex customer relationships.

Article
5 min read

We use customer self-service to decrease ticket volumes, and you can too

Improving your self-service content can help you decrease ticket volumes in times of crisis and beyond. Follow these steps to identify effective changes.

Article
3 min read

Answer Bot® is here to help: better comprehension, more languages, less effort

With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.

Article
6 min read

What is a mobile help desk?

Mobile help desk software can give agents the tools that they need to do their job from anywhere with an Internet connection

Article
7 min read

The knowledge management system in practice

A knowledge management system helps people find, contribute to or benefit from a company's institutional knowledge.