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.
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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…
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…
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
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
4 ways to improve call center customer satisfaction
Making connections more personal is just one way to improve call center customer satisfaction. Get the 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…
Article
4 min read
6 best practices for chat etiquette
Communicating over live chat support can be different than interacting with a customer in person, on…
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…
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