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.
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Article
11 min read
What is average handle time (AHT) and how do you calculate it?
Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.
Article
4 min read
10 Customer experience KPIs
According to recent research, by the year 2020, customer experience will overtake price and product as the key brand differentiator.
Article
7 min read
Knowledge management best practices
A Q&A with Forrester's Kate Leggett on knowledge management best practices.
Article
3 min read
What are your most important customer service objectives?
We asked some customer experience experts to provide examples of important customer service objectives.
Article
3 min read
How a great customer experience comes from chat support
Live chat alone can't define your customers’ experience - how they navigate the site, how they engage with support, and where they are on the customer journey all come into play
Article
5 min read
Slack kills at onboarding customers: Here’s how
Slack—the team communication tool that is taking over the world—has become ubiquitous and obvious.
Article
5 min read
Your customers want an omnichannel customer experience
No one likes the experience of reaching out to a faceless company; they’d rather feel like they’re reaching out to another human—or better yet, a friend.
Article
3 min read
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Article
6 min read
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard
Article
1 min read
The Multi-channel Customer Care Report
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.
Ebook
1 min read
4 Crucial Trends for the 2018 Holiday Retail Season
In this post-Christmas moment, retailers are assessing the just-concluded season and starting to plan for the next one.
Article
7 min read
Building real relationships through technology
BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers
Article
4 min read
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Article
2 min read
Gartner’s Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.
Article
3 min read
8 support manager skills to develop
Organizations and management structures are always changing.
Article
2 min read
Multiple products still need to add up to one great experience
As I approach my eighth year at Zendesk, I still recall the first time I visited a customer to watch a team of support agents work.
Article
3 min read
Tip of the week: auto-assigning tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
Article
1 min read
Mediaocean empowers better customer support teams and content with Zendesk
Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion
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