Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
Latest stories
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15 min read
90 inspirational customer service quotes to motivate teams
Use these customer service quotes to inspire your teams to deliver exceptional CX—no matter what comes their way.
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Customer retention: Metrics, strategies, and examples
Discover tried-and-tested customer retention strategies to keep customers coming back.
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25 free and customisable feedback form templates 2025
Feedback forms help you collect opinions from customers, stakeholders, and employees. Download our free templates and collect feedback today.
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2 min read
AI customer feedback analysis: A complete guide
Learn how to use artificial intelligence to gather, analyse, and understand customer feedback, which can lead to a more effective customer experience.
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.
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20 min read
Customer service cover letter examples and tips
Use our customer service cover letter examples to stand out from your competition and set yourself up for success.
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1 min read
AI for customer success: Benefits + use cases
Use AI for customer success to create personalised journeys, reduce customer churn, and lower business costs, all while improving customer experiences.
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What is proactive customer service? Examples + strategies
Proactive customer service is about anticipating customer needs. Learn how addressing potential issues before they arise can build customer trust.
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6 min read
How to use CRM data to create amazing customer experiences
We’ve all heard the adage: knowledge is power. But in business, data is power and understanding…
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4 min read
6 easy steps to trial Zendesk Talk
Zendesk believes phone support is a powerful way for companies to help their customers – and,…
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2 min read
Play nicely in the ticket queue using the Play button or Guided mode
Optimising ticket workflow is top of mind for any customer service manager and becomes even more…
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7 min read
Top 10 change management models: a comparison guide
Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organisational shifts.
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3 min read
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next.
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5 min read
What is a knowledge base? The essential tool you’re missing
Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.
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19 min read
What is conversational commerce?
Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.
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11 min read
Skills-based routing: What it is + how it works + types
Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.
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3 min read
Zendesk VoIP for business for more affordable customer calls
How do you turn a customer into a fan? Ironically, one of the best ways to…
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5 min read
Here’s how customer service teams are actually using AI
From bots to automated workflows under the hood, Generative AI tools for customer service driving higher productivity, happier agents and satisfied customers
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5 min read
How can customer service training help during an economic downturn ?
With 74 per cent of business leaders saying that customer service has become even more important…
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6 min read
Why tech leaders must focus on both the customer and employee experience
Zendesk CIO and SVP of Operations, Colleen Berube, sheds light on how the employee and customer experience are inextricably linked.
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