How-to guides

Article
4 min read

The 5 most important customer service techniques

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

Whitepaper

How to justify your sales CRM cost

While you might be convinced that your sales team needs a CRM, others within your organisation…

Whitepaper

Optimise your sales CRM to improve customer service

In the experience economy, customers expect to have consistency across all interactions with your business. Customer…

Guides and ebooks
1 min read

How four companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…

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.

Article
27 min read

88 free call centre scripts to boost your customer satisfaction

Leverage our call centre scripts and customisable template to help agents deliver consistent and excellent customer service experiences.

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…

1 min read

How Zendesk helps HR teams with the employee experience

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…

Ebook
1 min read

How Zendesk helps IT teams with the employee experience

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…

Article
10 min read

17 help desk and service desk metrics to measure support performance

People have grown to expect instant answers from support teams, or at least the freedom to…

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
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…

Article
11 min read

Average handle time (AHT): how to calculate and improve it

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

Article
4 min read

Differentiate your brands with unique help centre experiences

Brands that fall under the same parent company have unique customer bases, branding and personalities. Why should their help centres be any different?

Article
3 min read

Tip of the week: auto-assigning tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

Article
7 min read

First reply time: 9 tips to deliver faster customer service

First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.

Article
5 min read

What is SLA? Customer service SLAs guide + free templates

Here’s how and why you should create service level agreements.

Article
11 min read

Ticket escalation: what it is and how to manage it

Learn how ticket escalation works and why a dedicated escalation process is important for your business.

Article
4 min read

17 ways to improve call centre customer satisfaction

Making connections more personal is just one way to improve call centre customer satisfaction. Get our top tips.

Article
6 min read

“Thank you.” What to do with customer complaints.

There it is: The worst customer satisfaction survey ever. The customer lambasted the company, one of…