Trends and Insights

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

Latest stories Page 5

Five ways in which financial services can use messaging to create a better experience Article

Five ways in which financial services can use messaging to create a better experience

Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalised and secure messaging experiences

Good customer service defined: 7 tips for excellent customer service Article

Good customer service defined: 7 tips for excellent customer service

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing and the rest of your company.

The Zendesk Customer Experience Trends Report 2020 Article

The Zendesk Customer Experience Trends Report 2020

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…

3 best practices to cultivate loyalty in customer service Article

3 best practices to cultivate loyalty in customer service

Not long ago, loyalty in customer service was fairly simple, both in meaning and in method.…

Shattering the Stereotypes of Chat Article

Shattering the Stereotypes of Chat

“Which channel should I be using to talk to my customers? How can I be ready…

The difference between chat and messaging Article

The difference between chat and messaging

For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and asynchronous messaging—and which one customers prefer

How Homebridge scaled with Zendesk Article

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…

5 biggest gaps in customer service for mid-size companies Article

5 biggest gaps in customer service for mid-size companies

Companies like Amazon and Uber have set the standard for customer service, which means that keeping…

5 biggest gaps in customer service for small businesses Article

5 biggest gaps in customer service for small businesses

The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more.

Big expectations, small businesses: what customers want Article

Big expectations, small businesses: what customers want

Good customer service experiences can result in more business from not just that customer, but also…

‘Many to many’—providing richer, scalable customer support in the Zendesk Community Guide

‘Many to many’—providing richer, scalable customer support in the Zendesk Community

An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Welcome Smooch to the Zendesk family. We’re excited to see our customers build messaging experiences that will exceed their own customers' expectations.

The Zendesk Benchmark: 2019 customer experience trends Article

The Zendesk Benchmark: 2019 customer experience trends

Get your personalised Customer Support Performance Report Card here.

The Zendesk Benchmark: customer experience trends how-to guide Article

The Zendesk Benchmark: customer experience trends how-to guide

Your customers are comparing you to the best customer experience they’ve ever had—every time.

How customer support and customer service work hand in hand Article

How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

Use customer surveys to innovate your customer experience Article

Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

Employee experience: How consumer expectations are shaping the workplace Article

Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

How to structure product support Article

How to structure product support

The customer support agents in tier 1 provide general product support across one or more products.

Four best practices for implementing extreme customer self service Article

Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.

How artificial intelligence is making customer experience better Infographic

How artificial intelligence is making customer experience better