In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies

New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection

Arriving at a customer service definition that everyone can agree on can be tough, but taking a step back to define its key elements is a useful exercise

BetterCloud recently released findings from their annual survey “The State of the SaaS-Powered Workplace” in which over 1,800 IT executives were surveyed about the adoption of and challenges with SaaS apps in their companies. SaaS is no longer just the future of software, it’s firmly established in the present

As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers

Switching to a new software solution can be a great idea, but the long-term costs of implementing new software may not be so obvious

Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns. But what if an issue raised in a ticket in turn raises more questions

Customer experience focuses on improving the way customers interact with your business. Doing so means putting the needs of the customer front and center

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much

If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about

Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So why switch solutions? Because according to a recent study by Forrester, if the switch is to Zendesk, it’s worth it

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible

Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

We’re a day late, sue us. All that matters is we’ve got another great round of integrations to help you make the most of Zendesk

We’re happy to report another milestone in Zendesk’s journey to help companies better communicate with their customers. Today we announced our recent acquisition of Outbound, and we welcome the entire Outbound team to the Zendesk family

The sun never sets for businesses that rely on remote support, and global support, for customer service. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones

Switching to a new customer support software solution requires involvement from various teams within your organization, even the ones who won’t use it everyday. But if you take the time to make your case and work with your organization, you can illustrate the benefits and get new software approved

Managing support across various channels can create accountability problems and make your customer feel undervalued. Here are three ways to corral the chaos

To help customers take their self-service to the next level and establish a successful knowledge management practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents

What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited

We’re excited to announce that today, Zendesk is partnering with WeWork on the launch of their new WeWork Service Store, a software-only platform that aggregates business software and services