Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future. And if the prognostications of these experts—Zendesk partners Rick Nucci of Guru, Mike Murchison of Ada, and Mikhail Naumov of DigitalGenius—come to pass, AI will upend how […]

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

Look to the skies, or just our apps marketplace, to learn about all the great new integrations

The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.

Our partners are critical to our ecosystem and the success of our customers, and ultimately the experience of our customers’ customers

With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it.

It’s time break free from legacy CRM systems. Welcome to Zendesk Sunshine, our new open and flexible CRM platform.

Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.

It’s the blog post that you’ve anxiously been awaiting—Zendesk’s updates to its Terms and Policies!

Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?

With October coming to an end, here's a wrap-up of the new app integrations available on the Marketplace

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.

AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.

Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.