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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.

Analyst reportsExecutive insightsReports

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.

Best practices

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

Best practices

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

Best practices

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

Best practicesClient 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

Best practicesCRMSales Pipeline

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.

Best practicesCustomer retention

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

Best practicesHelp centre

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…

Best practices

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.

Best practicesCustomer experience

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.

Best practicesChat and messagingCustomer support social media

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.

Best practices

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.

Best practices

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.

Tools and media

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…

Analyst reportsBest practices

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.

Best practices

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.

Best practicesClient loyaltyCustomer expectations

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,…

Best practicesChat and messagingCustomer support social media

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…

Team efficiencyTools and media

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.

Best practices

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