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How-to guides

Customer experiences can be complicated, but your customers don’t have to know that. Read our how-to guides for actionable steps and behind-the-scenes tips for building better customer relationships.


Latest stories

Article
5 min read

Styles and methods of conflict management in customer service

Most people try to avoid conflict in their day-to-day lives, but anyone in customer service can…

Article
4 min read

How can technology help provide better customer care?

Customer care is a key part of any business, whatever ‘customer’ means to you. And increasingly…

Article
6 min read

A step-by-step guide to a new CRM integration

Customer relationship management (CRM) integrations can be a time-consuming and costly process if they’re not planned…

Guides and ebooks

Guide to the Zendesk Marketplace

When your agents can deliver a great experience, customers are more likely to do business with you.

Guides and ebooks
4 min read

How To Work Better And Smarter In Customer Service

To ensure your customers are always happy, your service team needs to be happy too. By…

Article
6 min read

How to invest in the right CX technology for the future of your business

Achieving business success has always been a balancing act. On one hand, it’s about understanding how…

Article
8 min read

How to craft a customer service philosophy that resonates

Providing exceptional customer service is paramount to building brand loyalty – it’s not enough to have just a great product or service.

Article
6 min read

The customer comes first: A step-by-step guide to implementing a customer centric strategy

The customer isn’t always right, but they should come first in your company. Take a look at some strategies to put the customer at the centre of your actions and learn about Customer Centricity.

Article
5 min read

How to improve customer service with these five powerful strategies

Six powerful strategies on how to improve customer service: identify critical points and implement customer service action plans in your business.

Article
5 min read

What is a customer service script and how to prepare one in 5 simple steps

Learn what a customer service script is and take a look at a simple step-by-step guide on how to make one for your company.

Article
6 min read

Customer service flowchart: find out what it is, what it is for, and how to make one

Optimise your customer service, standardise the process, improve customer satisfaction. Understand the importance of a customer service flowchart and how to create one.

Guides and ebooks
1 min read

Adapting to rapid change

These days, getting customer support right is more important than ever. Smaller firms must go above…

Article
5 min read

Work smarter: Live chat best practices

As with any customer support channel, there are tried-and-true ways, as well as less effective ways,…

Article
9 min read

Knowledge base article templates that work

The key is to find the right mix of knowledge base article templates for your customer-audience

Article
6 min read

3 tips for improving your IT service desk

Get ideas on how to improve your IT service desk so you create a support loop that benefits the entire company—and your customers.

Article
8 min read

What is customer retention rate? How do you calculate retention rate?

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.

Article
7 min read

6 call centre training tips for building an exceptional team of agents

Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience

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