Service

Guides and ebooks

Guide to the Zendesk Marketplace

When your agents can deliver a great experience, customers are more likely to do business with you.

Article
5 min read

The key to customer service: daring to be more agile

E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?

Article
5 min read

What retailers are missing in the digital transformation

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.

Article
9 min read

How CX leaders across industries can flex their agility

Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes

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
10 min read

What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business

Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed.

Infographic

In uncertain times, agility is key

Article
5 min read

Give your agents the context they need to solve customer problems

When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.

Guides and ebooks
4 min read

How To Work Better And Smarter In Customer Service

To ensure your customers are always happy, your service team needs to be happy too. By…

Article
7 min read

Customer Experience (CX) - Taking a customer-first approach

Customer experience is a term you are probably already familiar with if you’re a mid-market or…

Article
6 min read

Customer service vs. customer experience: Here’s the difference

Learn the key difference between customer service and customer experience to instantly improve how you serve your customers.

Article
6 min read

Customer expectations have changed. Here’s how to keep up.

What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short.

Guides and ebooks
1 min read

Best practice for conversational customer service

Companies are gravitating towards conversational customer support for the same reasons customers are: it's fast, personal, convenient and secure.

Article
7 min read

Customer service philosophy: how to create one and free template

To consistently provide great service, companies need an actionable customer service philosophy. Here’s how to create one that stands out.

Article
7 min read

Business texting for customer service

Business texting is using channels like SMS and WhatsApp to deliver personalised, convenient and scalable customer service.

Article
8 min read

Supporting your customers starts with supporting your agents

With customer engagement at a record high, nearly 70% of agents report feeling overwhelmed. Here’s why investing in the wellbeing of your employees benefits your customers too.

Article
13 min read

4 types of communication styles in the workplace: What’s yours?

Everyone has a unique way of giving and receiving information. Identify patterns to collaborate more effectively by learning the four communication styles.

Article
8 min read

How to prioritise your CX budget

According to the CX Trends report, companies plan to invest more in customer experience across the organisation. Knowing this, what should companies do next - and how?

Article
7 min read

Customer self-service support: why companies need it and how to do it right

To offer superior support, customer service teams need their systems, tools, processes – and most of all – people to work in harmony.

Article
5 min read

25 essential customer service skills and how to develop them

Learn the most important customer service skills for cultivating excellent CX, and utilise our templates to seamlessly incorporate these skills into your CV.