Research & Reports

Article

How stereotypes in chat may not be too helpful

We’re all familiar with the conventional wisdom around how to use gifs, emojis and a generally…

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5 biggest gaps in customer service for mid-size companies Article

5 biggest gaps in customer service for mid-size companies

Companies like Amazon and Uber have set the standard for customer service, which means that keeping…

5 biggest gaps in customer service for small businesses Article

5 biggest gaps in customer service for small businesses

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

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre Article

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

4 surprising findings on big companies and customer support Article

4 surprising findings on big companies and customer support

One size doesn’t fit all when it comes to running a support team.

New Zendesk research: how to go omnichannel Article

New Zendesk research: how to go omnichannel

Omnichannel has rapidly become the standard for meeting customer expectations in support.

Customer Service World Cup 2018 Article

Customer Service World Cup 2018

While teams from across the globe compete on the field at the Wold Cup, we explored how they stack up based on a key indicator of good customer service: customer satisfaction

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.

5 Customer experience trends for 2018 Article

5 Customer experience trends for 2018

Businesses that improve upon their customer experience through technological advances, while also prioritizing what the customer wants ahead of other considerations, will gain a competitive