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We’re not all leaders, but we all can practice emergent leadership

When you walk into a room, there’s no easy way to know who has the best…

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See your business goals through by offering live chat

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

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How to get hold music for your business

The right phone hold music keeps customers entertained while they wait for an agent. Learn how to get hold music for your business in our guide.

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Will you show up with your emotions, or send an emoji instead?

If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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The four C’s of cherry-picking

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

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Google Messaging Services Get a Boost with RCS

RCS, or Rich Communication Services, is the next generation of text messaging standard — a decade in the making, the story is a bit complicated

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How an omnichannel customer experience contact center works

An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.

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Knowledge management cultivates high-performing teams

The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource

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Emojis at work: the good, the bad, and the legally binding

Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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Support operations: An introductory guide for 2025

Learn how support operations teams provide customer service agents with the tools and processes to improve efficiency and productivity.

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Your smartphone is making you stupid

Among the many life lessons my partner and I learned as we purchased and moved into…

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Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

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The unexpected customer service hero—we all have one

Once upon a time, when I was in a painful and difficult marriage, the city was…

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5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.

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The Multi-Channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.…

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Everyone is an SME in the self-service economy

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

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Building real relationships through technology

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back