Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two

See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

Check out these great new apps. They’ll help you make the most of Zendesk and provide a great experience for your customers.

Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success

When IT leaders are deciding what they need out of a CRM platform, there are five important questions they need to ask

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

Preparing agents and triaging tickets are especially important when it comes to structuring product support

With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI

Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace

We're welcoming the new year with some great new apps to help you make the most of Zendesk

Here are two methodologies for channel assignment that can help improve the overall customer experience

AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.

Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?

Tier 0 support is a great way to help your customers help themselves

Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence

Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support