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
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.

5 min read

UX for eCommerce: effectively increase sales

Learn everything about UX for eCommerce and its benefits. Increase your sales by bringing the user experience to the forefront.

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 flowcharts: Visualise your processes effectively

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

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

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
1 min read

Help centre or help desk? How to differentiate between these powerful self-service tools

According to knowledge base, collects content from your website and offers it as a self-service tool…

Help Centre Help Desk Knowledge management Tools

Article
9 min read

8 knowledge base article templates that work

The key to success is finding the right mix of knowledge base article templates for your target audience. Use our templates to get a head start.

Knowledge management

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.

6 min read

7 best practices for creating a stellar mobile experience

Use these best practices to create a valuable, efficient and convenient mobile experience that will keep your users engaged and loyal

Mobile CRM

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

Article
6 min read

How to build customer loyalty in 7 steps

To build customer loyalty, you must dig deeper with AI-driven insights and automation. Read on for strategies to forge people-first customer relationships.

Customer loyalty

Article
12 min read

How to track consumer behaviour (and why you should)

Track consumer behavior and leverage that data to create better, more personalized customer experiences.

Guides and ebooks
1 min read

Let’s get conversational: 9 ways to transform your CX with messaging

Messaging apps like Facebook Messenger and WhatsApp have made it easy to connect with anyone, anywhere…

Article
5 min read

30 customer service email templates and best practices for contacting customers

Use these customer service email templates along with customer support software to speed up your email workflows, save time, and increase efficiency at scale.