Service

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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: What it is + how it works + types

Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.

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.

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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.

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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…

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Here’s how European businesses are keeping up with the latest customer expectations

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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 2025

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.

Article
5 min read

How can customer service training help during an economic downturn ?

With 74 per cent of business leaders saying that customer service has become even more important…

Article
5 min read

How to Calculate Customer Lifetime Value (CLV)

Calculating your customer lifetime value (CLV) can seem daunting. With so many different formulas and conflicting…

Article
5 min read

9 ways AI can help you communicate better with your customers

From chatbots to intelligent routing systems, AI is transforming how companies communicate with customers. According to…

Article
6 min read

Why tech leaders must focus on both the customer and employee experience

Zendesk CIO and SVP of Operations, Colleen Berube, sheds light on how the employee and customer experience are inextricably linked.

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How upgrading and maintaining software can improve productivity

We all know that we should keep our apps and devices up to date. From adding…

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How to track and improve your customer loyalty

Businesses need loyal customers. But gaining and maintaining customer loyalty is hard work. Zendesk’s CX Trends…

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What is product knowledge? Definition + importance for CX

Product knowledge and customer service go hand-in-hand—the more agents know, the better they can serve your customers. Find out how to up your customer service team’s product knowledge and improve your CX.