Customer support
When you focus on the customer experience, you can boost the health of your business. Happier customers mean a better bottom line.
Latest stories
White Paper
2 min read
2021 Gartner Magic Quadrant for the CRM Customer Engagement Center
Get your complimentary copy of the 2021 Gartner Magic Quadrant to learn why Zendesk is recognised as a Leader.
12 min read
30 customer success interview questions you should ask every candidate
To build the team of your dreams, ask these customer success interview questions.
5 min read
Inbound vs outbound call centres: What's the difference?
Learn what makes an inbound call centre and outbound call centre different, and how they can benefit your business
10 min read
6 tips for improving your business's customer focus
Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy
13 min read
11 of the best customer loyalty programs (and how they work)
Loyalty programs, if executed well and with the customer at the centre, can help you retain your existing customers and build brand loyalty
8 min read
What is a CRM Process? 5 Key Steps
The CRM tool itself is what provides the data and functionalities your team needs to execute this strategy—and ultimately turn leads into customers
9 min read
What is a customer success manager? Responsibilities and job description
Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organisation.
White Paper
8 min read
6 Tips for Building A Thriving Help Centre
Learn how to build an engaging and thriving help centre. Increase customer satisfaction, reduce costs and grow your business community by improving your help centre with these steps
5 min read
5 ways a customer interaction can improve your business
“No plan survives first contact with the enemy.” Similarly, few businesses can survive the first contact…
5 min read
10 customer experience KPIs for 2021 and beyond
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
10 min read
Understanding the difference between WhatsApp and WhatsApp Business
WhatsApp is the most popular chat app in the world and the top messaging app used by companies. Here's your complete guide to WhatsApp Business.
10 min read
Why customer service training matters: a guide to better service
Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.
14 min read
Customer support: Definition, skills, importance, and tips
Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.
Guides and ebooks
6 min read
18 essential customer service metrics to measure in 2021
From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.
15 min read
The business impact of customer service on customer lifetime value
Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…
6 min read
10 help desk metrics for service desks and internal help desks
It can be hard to identify the help desk metrics or service desk metrics that really matter for your organization, but these 10 are a good place to start.
11 min read
Millennials vs. Gen Z: How their customer service expectations compare
Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.
11 min read
Providing great social media customer service
What is social media customer service? Social media customer service is offering support through social channels,…
Guides and ebooks
4 min read
How to structure your customer service department
What does a successful customer support team look and feel like? How can companies deliver good…
11 min read
How to start a call center (without breaking the bank
What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.
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