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9 min read
16 crucial customer service objectives for 2025
Customer service objectives align agents with department goals to provide the best service. Create effective objectives with advice from industry leaders.
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3 min read
How to create a great customer experience with chat support
Customer service chat software can help you deliver a better customer experience
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5 min read
Improve customer rapport by mirroring
Agents can work to build customer rapport by adjusting to a customer's emotional state or way of communicating.
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5 min read
How successful sales reps start their day
What distinguishes the best salespeople from everyone else? Part of it has to do with how they kick off their day.
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Join the Zendesk Experience Research Panel and help shape the future of our products.
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9 min read
21 customer service KPIs every support team needs to track
Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.
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3 min read
The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
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11 min read
Stop exercising and start moving
I’m moving house in T-minus 10 days. So, yesterday, after assembling 35 cardboard boxes, dismantling two…
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5 min read
Slack kills at onboarding customers: Here’s how
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
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2 min read
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future
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6 min read
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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3 min read
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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3 min read
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.
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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9 min read
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…
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9 min read
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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6 min read
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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6 min read
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.
Article
5 min read
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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