Research and trends
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
Article
1 min read
Shattering the Stereotypes of Chat
“Which channel should I be using to talk to my customers? How can I be ready…
Article
6 min read
5 benefits of using customer service chatbots with AI
Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike
Article
8 min read
What is the difference between chat and messaging?
Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).
Article
1 min read
How Homebridge scaled with Zendesk
As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…
Article
1 min read
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
9 min read
Personalised customer service: what it is and how to provide it
Personalization matters more than ever. Here’s how to leverage customer data and omnichannel support to create personalized customer experiences.
Article
10 min read
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
7 min read
The types of customer service you should know
With so many different ways to offer customer service, whether it be via email, social media,…
Article
4 min read
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
1 min read
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
2 min read
How to structure product support
The customer support agents in tier 1 provide general product support across one or more products.
Article
1 min read
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.
Article
1 min read
Questions to ask when staffing chat
Many factors need to be considered when determining how to staff your chat support channel.
Article
1 min read
The how-to guide to omnichannel support
An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations.
Article
16 min read
60+ customer service terms and definitions: the ultimate glossary
Find out the key terms every customer support agent should know with this easy-to-use customer service glossary.
Ebook
1 min read
Cultivating customer loyalty by supporting choice making
Every customer likes to choose from a wide array of options, right? Well, maybe not.
Ebook
1 min read
Fairness in the customer relationship
Win with fairness—strengthen your customer relationships. The concept of fairness is essential to the relationship between consumers and companies.
Article
1 min read
The ROI case for omnichannel support
Offering support across multiple channels is becoming more popular than ever as companies seek new ways to improve customer experience.
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