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 8

Time to tackle your ticket backlog Article

Time to tackle your ticket backlog

A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it

Admins are artists. Give them a better paintbrush Article

Admins are artists. Give them a better paintbrush

You know your dashboard.

The ROI of empowered agents Article

The ROI of empowered agents

Customer support agents who are empowered in their jobs can focus on what they do best: solving problems.

Sales and support: aligning to improve customer retention Article

Sales and support: aligning to improve customer retention

Editor’s Note: This is the first post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business

The voice of the customer is key to your success Article

The voice of the customer is key to your success

We’ve all been there.

Be a better listener Article

Be a better listener

You’re a busy support leader with a team to manage and KPIs to meet.

How to get customer feedback: 3 methods Article

How to get customer feedback: 3 methods

As the founder and chairman of the largest laptop manufacturer in the world, Barry Lam has made billions of dollars by having a keen understanding what his customers want

Make self-service easy with the Web Widget Article

Make self-service easy with the Web Widget

“If you build it, they will come.” This may work in the movies, but does it work with the self-service content you’ve spent time and resources constructing?

What’s the difference between machine learning and deep learning? Article

What’s the difference between machine learning and deep learning?

Understanding how today's AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning

5 best practices for designing a knowledge base Article

5 best practices for designing a knowledge base

When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind.

Deliver a seamless online customer experience Article

Deliver a seamless online customer experience

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

The benefits of proactive chat Article

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

Excellent customer service, excellent ROI Article

Excellent customer service, excellent ROI

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you're wary of trying a new ice cream flavor.

Article

Uncover the true value of your customer support organisation

Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.

Article

Gartner Predicts 2017: CRM Customer Service and Support – EMEA

2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions

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Forrester TEI Report Examines the ROI of Zendesk

Upgrades, upgrades, upgrades. Everyone is making them, so you ask yourself, "Should my business upgrade systems, too?

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Happy customers, happy bottom line

Agile customer service.

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Providing great social media customer service

What is social customer service?