Best practices
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5 min read
25 essential customer service skills to develop
Learn the most important customer service skills for cultivating excellent CX, and utilize our templates to seamlessly incorporate these skills into your resume.
27 min read
How to deal with angry customers: 17 tips & templates
Knowing what to say to angry customers can turn a tense situation into an opportunity. Learn how to deal with irate customers and use our free templates.
Article
8 min read
How to build a QA scorecard: Examples + template
A QA scorecard can help you reduce customer churn and boost agent performance. Learn why it’s important and download our scorecard template below.
Article
9 min read
What is online customer service? + 8 ways to improve your online customer service
Online customer service is the process of answering customer questions digitally using tools such as email, social media, live chat, and messaging apps. Here are tips for good online customer service.
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
5 min read
How CX helps healthcare SMBs earn healthy bottom lines
Smaller healthcare companies stand to grow strong on a foundation of great customer experiences.
Article
8 min read
Workforce optimisation: The ultimate guide for 2026
Workforce optimisation makes processes more efficient and employees more productive, and gives more flexibility to your bottom line. Learn more about it below.
Article
14 min read
AI in customer service: All you need to know
Leverage AI in customer service to increase efficiency, reduce operational costs and provide fast and personalised support at scale.
Article
11 min read
13 ways AI will improve the customer experience in 2026
Use artificial intelligence to enhance the customer experience at every stage of the buyer's journey.
Article
14 min read
What is customer service?
Customer service is the support you offer customers throughout a business relationship. Learn why it's important and assess your own customer service aptitude.
Article
10 min read
19 best FAQ page examples & how to build yours
FAQs are important customer-facing resources every business should have. Take a look at some FAQ page examples for inspiration to make your own.
Article
10 min read
Sales promotion: Definition, examples, and types
Sales promotions allow companies to boost short-term revenue through increased sales. Learn how to build a sales plan with our free guide.
6 min read
Why fintechs need to deliver superior digital customer service right now
What is digital customer service, and why does it matter to fintechs? We provide expert tips and examples for improving your CX strategy.
8 min read
How to embrace new behaviors in 2021
2020 brought on a seismic shift in consumer trends, but many industries are adapting.
6 min read
How online retailers are transforming the customer experience with conversational commerce
For e-commerce businesses, conversational messaging provides unparalleled opportunities to improve the customer experience—and sell more goods and services in the process
11 min read
What is customer retention? 11 examples and strategies to retain customers
Businesses work hard to attract customers through a mix of marketing, social media and brand strategies.…
8 min read
Feedback form examples, templates, and how to write your own
Use these customer feedback form tips to help you hear more from your customers and improve your CX.
12 min read
What is Customer Satisfaction? (And how to achieve it)
Learn the secrets to achieving, measuring and improving customer satisfaction to drive your business.
7 min read
What's a BPO call centre and what does it do?
If your business doesn’t have the bandwidth to adequately handle all your inbound and outbound calls, you may want to consider outsourcing. Read on to learn how a BPO call centre can step in
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