Service

Article
9 min read

Five of the best knowledge management examples

Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop

Article
11 min read

How to start a call centre (without breaking the bank)

What is a call centre? Put simply, it’s a team of customer service agents that responds to incoming calls concerning customers’ problems. Here’s how to start one.

Article
11 min read

What’s a BPO call centre, and what does it do?

If your business doesn’t have the capacity to handle all your inbound and outbound calls, it may be time to let a BPO call centre step in.

Article
8 min read

What is customer retention rate? How do you calculate retention rate?

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.

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
7 min read

6 call centre training tips for building an exceptional team of agents

Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience

Guides and ebooks
1 min read

Insights to Explore: A change management guide

The role your data plays has probably evolved since your business has grown, which means now…

Article
4 min read

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

1 min read

Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

Industry leaders need to recognise exactly what kind of impact employees are having on a customer’s experience and take direct steps to ensure that the employee experience is up to par.

Article
8 min read

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Article
5 min read

Inbound vs outbound call centres: What's the difference?

Learn what makes an inbound call centre different from an outbound call centre and how they can benefit your business

Article
7 min read

Loyalty programmes: How they work, examples, and tips

Loyalty programmes can encourage customers to continue purchasing from your brand. Learn why that’s important and explore examples you can emulate.

Article
7 min read

The top call centre tips for beginners or experts

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Article
3 min read

Why messaging is set to be the 2020 customer channel for business

Many businesses are settling into a new reality – finding ways to work from home while…

Article
6 min read

4 customer engagement metrics you should be tracking

By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement

Article
6 min read

How to build customer loyalty in 7 steps

To build customer loyalty, you must dig deeper with AI-driven insights and automation. Read on for strategies to forge people-first customer relationships.

Article
7 min read

What is the CRM process?

The CRM tool itself is what provides the data and functionality required by your team to execute this strategy – and ultimately to turn leads into customers.

Article
5 min read

How digital customer engagement can boost your business

Learn how a digital customer engagement strategy can help your business create better customer relationships and boost your bottom line

8 min read

Customer retention: How to keep customers happy and reduce churn

Find out how to craft a customer experience that can keep existing customers happy and reduce churn

Article
3 min read

Conversations for better customer relationships

Support, sales and marketing benefit from messaging strategies that boost customer satisfaction, retention and engagement