Because newsletters can be fun

Are your customer service representatives happy?

January 10, 2018

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help.

6 support manager skills to develop

January 9, 2018

6 support manager skills to focus on that will ensure your support team will be ready for anything.

Growth requires change

January 8, 2018

Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.

Multiple products still need to add up to one great experience

January 4, 2018

As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated

Turn the churn around: how to reduce customer churn

January 3, 2018

Figuring out how to reduce customer churn can take a fair amount of work, but putting an actionable strategy in place will ensure that your customers stick around.

Vacation-ing the premises:

December 21, 2017

Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.

6 tips to hone your support superpowers

December 19, 2017

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support.

Improving retail experiences with conversational commerce

December 15, 2017

Conversational commerce is designed to connect customers with their favorite brands in real-time.

Understanding bot abilities—and limitations

December 14, 2017

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

Raising the bar: 4 more leaders in customer service

December 13, 2017

We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.

Scaling and sustaining your customer service organization

December 12, 2017

Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and sustaining your customer service organization

Be a good neighbor, become a good business with CSR

December 11, 2017

As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.

Highlight your team’s performance with 7 customer support metrics

December 6, 2017

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

Execs need to be the kind of leaders people want to follow

December 5, 2017

Earlier on in my career, I was looking to join a company whose vision and executive leadership I believed in. I thought I’d found that.

Enterprise software doesn’t have to be boring

November 30, 2017

Zendesk has grown from 3 friends who wanted to make customer support simple to 2,000 employees around the globe all carrying out that same vision.

Did somebody say… new integrations?

November 29, 2017

Let's take a look at some great new integrations designed to improve and extend your use of Zendesk with new integrations for November 2017

Guide the customer to the right channel

November 27, 2017

Support is often geared to the needs and capabilities of a company. It's time to put the customer first.

Zendesk and EU Data Protection

November 27, 2017

At Zendesk we're expecting 2018 to bring a rush of questions and requests from customers as they build out their own privacy and compliance programs.

5 departments (other than support) that benefit from self-service

November 27, 2017

When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up.

Choose wisely: What to ask a potential vendor

November 21, 2017

The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful

Why staffing can make or break your omnichannel strategy

November 20, 2017

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

4 industry leaders on how they use the Knowledge Capture app

November 17, 2017

We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.

SEO and customer service: The benefits of aligning efforts

November 16, 2017

Did you get here after googling a search term? Your customers find you this way, too

Businesses are made up of people

November 16, 2017

Businesses are made of people, and those people have relationships and ties to the communities they live in.

We know. It's a lot to take in.

Sign up for our newsletter and read at your own pace