Guides and ebooks

Guides and ebooks
1 min read

Optimise your self-service with the right metrics

Analytics work hand in hand with your self-service, providing the data you need to build better…

Guides and ebooks
5 min read

The benefits of owning your support community

The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO and more.

Guides and ebooks
2 min read

Go beyond support: Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information on your customers. With…

Guides and ebooks
1 min read

Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

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.

Guides and ebooks
5 min read

Customer service structure: how to build an effective support team

Structuring your customer service organisation requires rethinking how to best provide support, what people and skills you need and how you plan to organise it.

Guides and ebooks
1 min read

Conversational support made easy with Zendesk

Depending on the size of your support operations, it might seem easier to stay with a…

Guides and ebooks
3 min read

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.

Guides and ebooks
1 min read

Zendesk’s customer service guide for start-ups

Getting a start-up off the ground is tough enough as it is—but attracting and retaining customers…

Guides and ebooks
3 min read

Fill knowledge gaps with the Knowledge Capture app

A comprehensive knowledge base is an essential piece of the 21st-century support operation.

Guides and ebooks
3 min read

Introducing Answer Bot®

A new way for customers to find the answers they seek even faster - introducing Answer Bot.

Guides and ebooks
1 min read

A Retailer’s Guide to Getting Omnichannel Customer Service Right

Retail and omnichannel customer service. With consumers shopping in more channels than ever, retailers have been forced to evolve.

Guides and ebooks
2 min read

How to provide great Facebook customer service

Scroll to the bottom to download our white paper – ‘Tips for providing great customer service…

Guides and ebooks
13 min read

How to hire customer support agents in 8 steps

Struggling to find the right customer support talent? Our guide shows you step-by-step instructions on how to hire customer service reps who create exceptional experiences.

Guides and ebooks
1 min read

11 Steps to a Better Customer Support RFP Document

Industry watchers say that organisations change their customer support tools every five years on average. Whether…

Guides and ebooks
10 min read

Guide to integrating Zendesk and Salesforce

It's easy to integrate Zendesk and Salesforce – and with plenty of flexible options, you can set it up in the way that makes the most sense for your business

Guides and ebooks
1 min read

Customer Support Tool Scorecard

Evaluating a new customer support tool can be a daunting task, and finding the right customer…