Research and trends

Article
4 min read

New Zendesk research: how to go omnichannel

Omnichannel has rapidly become the standard for meeting customer expectations in support.

Article
3 min read

Five ways in which customer interaction can improve your business

Customers will call, customers will interact and customers will even vent at you. But the truth…

Article
4 min read

De-stress the change management process

Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change

Article
2 min read

Be ready for anything: support forecasting and scheduling

One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service

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
4 min read

Three things to consider when offering self-service

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness.

Article
8 min read

What is 24/7 support?

Demand for 24/7 support is almost certainly going to come as your business grows

Article
2 min read

Content Cues: for agile and collaborative help content

Staying on top of knowledge management for help centers can be tricky, but it's a lot easier with help from artificial intelligence

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
4 min read

Three customer support KPIs you need to track

Over the years, I’ve been fortunate enough to be included in discussions with some of the world’s most effective customer support leadership teams.

Article
3 min read

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization.

Article
3 min read

See your business goals through by offering live chat

It’s crucial that your live chat goals align with your business objectives.

Article
9 min read

The four C’s of cherry-picking

Learn the causes and solutions Cherry-picking has a negative connotation.

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
3 min read

How to set up support tiers

If your company is growing, your organizational structure is probably getting more complicated.

Article
3 min read

8 support manager skills to develop

Organizations and management structures are always changing.

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

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…