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
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
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.
Article The Zendesk Customer Experience Trends Report 2020
Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…
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.…
Article Shattering the Stereotypes of Chat
“Which channel should I be using to talk to my customers? How can I be ready…
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
Article How Homebridge scaled with Zendesk
As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…
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…
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.
Article Big expectations, small businesses: what customers want
Good customer service experiences can result in more business from not just that customer, but also…
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.
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.
Article The Zendesk Benchmark: 2019 customer experience trends
Get your personalised Customer Support Performance Report Card here.
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.
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.
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!
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
Article How to structure product support
The customer support agents in tier 1 provide general product support across one or more products.
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.
