Service
When you focus on customer service and the customer experience, you can boost the health of your business. Happier customers mean a better bottom line.
Latest stories
Article
4 min read
6 easy steps to trial Zendesk Talk
Zendesk believes phone support is a powerful way for companies to help their customers – and,…
Article
2 min read
Play nicely in the ticket queue using the Play button or Guided mode
Optimising ticket workflow is top of mind for any customer service manager and becomes even more…
Article
3 min read
Default triggers explained
Triggers are business rules that are automatically executed in response to certain events that have occurred…
Article
7 min read
Top 8 change management models: a comparison guide
8 top change management models and change management definitions
Article
7 min read
What is first contact resolution (FCR)? Benefits + best practice
When used wisely, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.
Article
3 min read
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next.
Article
5 min read
What is a knowledge base? The essential tool you’re missing
Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.
Article
19 min read
What is conversational commerce?
Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.
Article
11 min read
Skills-based routing: definition, process and best practice
Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems. This increases customer satisfaction and creates a more convenient customer experience (CX).
Infographic
Top trends to watch in Healthcare CX
See how leading healthcare companies are transforming their technology to deliver modern, secure experiences across many different stakeholder groups.
Article
4 min read
The top trends behind manufacturers' CX revolution
Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple…
Article
4 min read
Our top four CX trends for 2023
If the last year taught us anything, it’s that we must stay flexible and agile in…
Article
6 min read
WhatsApp chatbot: use this tool to optimise your customer service
Get to grips with everything about the WhatsApp chatbot: how it works, 4 advantages and 3 essential steps to activate and streamline your customer service
Article
3 min read
Zendesk VoIP for business for more affordable customer calls
How do you turn a customer into a fan? Ironically, one of the best ways to…
Article
3 min read
Changing tides: Rise of D2C and why manufacturers must now think of consumer’s first
When it comes to creating processes that efficiently make quality products, manufacturing has a huge amount…
Article
9 min read
5 digital banking customer experience trends to consider for 2024
Banks that consistently optimise the customer experience grow faster. Here are trends and best practices to help guide your CX strategy – and drive customer relationships that last.
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