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
2 min read
Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
Ebook
1 min read
Sharing identity to foster customer loyalty
Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.
Article
4 min read
How Zendesk customers gain value with ticketing and real-time support
Expectations for the speed of support have skyrocketed.
Article
6 min read
5 ways that AI is already benefitting the customer experience
It's great news for businesses that there are already practical applications of AI, especially for the customer experience.
Article
1 min read
Three things to keep in mind when recruiting customer service agents
Finding the right customer service agents is a difficult task.
Article
6 min read
How to build customer loyalty with shipping
Some retailers see shipping and delivery as solely utilitarian.
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
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
24/7 Support without 24/7 staff
Providing support around the clock can be very difficult.
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.
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