Research and trends

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

10 types of customer service you should know

Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.

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

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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.

Article
2 min read

Gartner’s 2018 Magic Quadrant for the CRM Customer Engagement Centre

  In the global market for customer service software, Zendesk is once again recognised as a leader in the 2018 Gartner Magic Quadrant for the CRM Customer Engagement Centre

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.