Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

We’re excited to announce the launch of our integration with WhatsApp Business Solution

We're closing out July with some great new apps

Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service

We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service

Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.

Here's why omnichannel support for agents and customers is a necessity

Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education

Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them

Zendesk plus some great new apps are a recipe for a great cocktail

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.

With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers

Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems

Language doesn’t need to be a barrier in your efforts at going global

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.