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Article The best knowledge base article: 5 tips and a template
The key is to find the right mix of knowledge base article templates for your customer-audience
Article How messaging apps help connect immigrant and diaspora communities
Group chats have been an extension of my social circles for as long as I’ve had…
Article Customer service definition and skills for 2021 and beyond
Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships
Article Inclusive leadership has never been more imperative
As our nation struggles with and rallies around a re-awakening of racial injustice that has been…
Article Through the CIO lens: 5 important CX trends for 2020
Learn more CX trends we're seeing in 2020 and find out how CIOs are in a unique position to drive their organizations toward customer centricity.
Article What is call center software?
Call center software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer and then deciding which ones you need most.
Article 3 tips on how to improve your IT service desk
Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees
Article 5 skills that make your customer service resume stand out
Top things hiring managers look for in a customer service resume
Article 9 ticketing system tips for outstanding customer service
Customers expect fast response times from your support team. Here are tips for creating a ticketing system to streamline workflows and boost efficiency
Article The future of customer care: built-in flexibility
Customer contact centers have always been divided between remote work and in-office work, with arguments for…
Article Building the best mobile customer experience — do I need an app?
Apps are a great way to retain customers, but it's important to flesh out a comprehensive mobile strategy across all touchpoints, like web and social media
Article What is a help desk?
A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external. Here's how it can benefit your business
Article Content management vs knowledge management
Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do.
Article Holding onto the rituals we’ve learned to love as we shelter in place
For many of us, the past few months represent more concentrated time sequestered inside—either solo or…
Article 4 ways to create mobile customer engagement
It's more important that ever for companies to have a mobile customer engagement strategy. Here are some expert tips
Article Values with action: how Zendesk will continue to do better
Silence is complicity. Speech is not enough. We’re committed to being an ongoing catalyst for change. Here are the latest steps we’re taking.
Article Relational Mindfulness: 4 ways to relate as humans at work
A phone interview with Brigit Ritchie in the midst of a global crisis opens like this:…
Article Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever
In our latest Startup Central Virtual Meetup, we discuss how businesses can meet new and rising customer expectations.
Article Sending surveys in the time of coronavirus
Are customers open to coronavirus-related surveys? According to original data from SurveyMonkey, they are — here's how to engage with them respectfully
Article Zendesk legal terms update 2020
Following the comprehensive improvements to our Master Subscription Agreement (“MSA”) that were announced last December, we continue to improve our MSA to make it shorter and easier to read