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
8 min read

7 customer service trends to follow in 2025

Companies have put customer service at the top of their priority lists, and with good reason.…

Article
6 min read

The customer comes first: A step-by-step guide to implementing a customer centric strategy

The customer isn’t always right, but they should come first in your company. Take a look at some strategies to put the customer at the centre of your actions and learn about Customer Centricity.

Article
5 min read

How important is customer service? Understand how it affects your business’s results

What is customer service and how important is it? Empathy, transparency and personalisation will help you win over user 4.0.

Article
6 min read

Silent customer: learn about their characteristics and how to deal with them

Look at the main characteristics of a silent customer and learn how to not only recognise them, but also to listen to the customer.

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
5 min read

Chatbot AI: How they help improve your organization's customer service

The chatbot or smart bot, a key tool for customer service, can provide you with many benefits. Learn about the advantages of using it and how it works.

Article
5 min read

Cohort analysis: What is it and how can it help you understand your customers?

Cohort analysis: Learn how to carry out a cohort analysis to understand your customers' behaviour, improve their experience and your company's competitiveness.

Article
8 min read

Creating an FAQ page? Here's what you need to know.

Get creative with your FAQ page to provide robust self-service options and enrich your customer experience.

Help Centre

Article
10 min read

What is CX and how has it changed in 2025?

Customers are saying CX matters more than ever before. Find out how to meet shifting consumer expectations and provide exceptional customer experience.

Guides and ebooks
1 min read

How mid-to-large-sized businesses can accelerate CX success in 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…

Guides and ebooks
1 min read

The digital tipping point: How SMBs can accelerate CX success in 2025

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19…

Article
12 min read

Customer self-service: what it is, why it's important, and how to get it right

Customer self-service is a set of tools and resources that allow customers to complete tasks independently. Discover the benefits and more in this guide.

Knowledge management

Article
15 min read

What is a call centre? Definition, types, and how they work

A call centre is a team of customer service agents who field calls. Learn what it takes to build a call centre that delivers top-tier customer experiences.

Article
10 min read

Types of customer service: give your customer the best service

Discover the types of customer service that your company can offer to customers, to provide them with a good service and ensure customer satisfaction.

Article
11 min read

Millennials vs. Gen Z: how their customer service expectations compare

Millennials and zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer service expectations and preferences.

Customer expectations