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
Ebook
1 min read
Chatbots and the future of real-time communication
Companies are using chatbots to scale more and more.
Article
5 min read
Map a customer-centric omnichannel support strategy
The best omnichannel strategy is designed around the customer so that they can move as fluidly between channels as your agents can
Article
4 min read
Design a strategy for seamless omnichannel support
Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of
Whitepaper
1 min read
Better customer experiences with omni-channel engagement
Designing a support experience that enables you to have natural conversations with your customers, regardless of…
Article
7 min read
First reply time: 9 tips to deliver faster customer service
First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.
Article
4 min read
Making the most of an NPS survey
What can an NPS survey tell you about your customer experience?
Whitepaper
Why your business needs a sales CRM
With so much money and time invested in sales growth, why are sales leaders still falling…
Article
3 min read
Knowledge management is power—and empowering
Equipping your frontline customer service teams with product knowledge is one thing.
Article
14 min read
Customer journey map: What it is and how to create one (and examples)
Every company wants to understand what makes customers come to their business – and what makes them leave.
Article
4 min read
Fantastic voyage: Customer journey mapping is well worth the effort
Customer journey mapping is a way for companies to see what customers really and truly experience with your brand, whether they’re browsing your knowledge base or being talked through a concern by
Article
4 min read
Customer success for the win-win
Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible
Article
5 min read
A comprehensive guide to customer service SLAs (and 3 free templates)
Here’s how and why you should create service level agreements.
Article
3 min read
The benefits of proactive chat
The name of the customer service game these days is knowing what your customers need before…
Article
5 min read
6 Reasons why every call centre should use an integrated ticketing system
Despite major improvements in other realms of customer service, many companies are using outdated technology and…
Article
8 min read
Ticket deflection: the currency of self-service
Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…
Article
2 min read
Gartner’s 2017 Magic Quadrant for CRM | Zendesk
In this report, Magic Quadrant for the CRM Customer Engagement Centre 2017, Gartner examines the global market for customer service and support applications.
Article
11 min read
Ticket escalation: what it is and how to manage it
Learn how ticket escalation works and why a dedicated escalation process is important for your business.
Subscribe to the blog
The best source of information for customer service, sales tips, guides and industry best practice. Join us.