When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company

Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of your business

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005

Spokeo uses the Zendesk Support, Guide, and Chat products, along with a key integration with Tymeshift, to provide seamless omnichannel support across its email, live chat, and self-service channels

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help your team deflect more tickets and keep CSAT scores high

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service

Check out these new integrations, all designed to help you provide great support and get the most out of Zendesk

Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family

Knowledge is the product that your support team owns and builds every day

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live

We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team

What can an NPS survey tells you about your customer experience?

To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out

You don’t just come to an event like Relate Live for the networking and food; you’ve got real challenges that need solving

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn

It’s good to follow hunches, indulge in passion projects, and step outside our comfort zones

Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.

Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects

Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape

With Talk Enterprise, we aim to give you the tools and hands-on support you need to build a contact center easily.

Check out our great new apps and integrations, all designed to help you make the most of Zendesk