Latest stories
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Article
4 min read
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.
Article
7 min read
Building real relationships through technology
Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back
Article
2 min read
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
Article
4 min read
Your mother was right, you are the company you keep
You have needs, I have needs, we all have needs—one of which, according to Maslow’s Hierarchy…
Article
4 min read
The key to great service? Saying “I don’t know”
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
Article
5 min read
Next stop: the integration station
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.
Article
6 min read
Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Article
4 min read
Keeping gamers in the game through customer service
Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Article
8 min read
Support tiers: The 5 levels + how to set them up
An effective support tier structure is critical to optimize customer experience and employee retention. Learn about the five levels and how to implement them.
White Paper
2 min read
Gartner's Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to…
Article
2 min read
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Article
4 min read
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article
1 min read
Gartner predicts the future of CRM and customer experience
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…
Article
2 min read
Multiple products still need to add up to one great experience
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated
Article
4 min read
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
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