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7 min read
Why high-HQ companies welcome back boomerang employees
Early in my career, I left a role to work for a competitor. It was my…
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14 min read
Take care of yourself, your team, and your customer—in that order
The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…
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6 min read
Proven tips for retailers to make the most of this holiday shopping season
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy
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7 min read
How to keep remote employees from feeling out of sight, out of mind
It’s no secret that the workplace of today looks dramatically different than it did a decade…
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3 min read
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
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8 min read
How to develop your customer service voice and tone: A guide
Customer service tone of voice comes down to attitude—that is, the quality or feeling in your voice expressed by the words you are using.
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2 min read
Better together: Zendesk welcomes Base
Today we have news: we’re sharing that love with another—related—part of your business: the sales team. Zendesk announced today that we are acquiring Base.
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2 min read
A new frontier: Zendesk acquires Base
When we started Base in 2009, we set out to transform work for 30 million sales professionals worldwide. We were frustrated with the state of existing Sales Force Automation (SFA) systems and how poorly they were designed.
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5 min read
5 top customer service traits and skills
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…
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5 min read
The real estate chatbot that’s helping agents sell more homes
Chatbots are helping realtors increase conversations and generate leads — so Structurely created Aisa Holmes, the bot that qualifies leads with messaging
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6 min read
How to tell someone they're wrong without pissing them off
Whether you’re a freelancer, CEO, or clocking a 9-to-5 role, we’ve all been in those meetings…
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2 min read
6 steps towards developing a customer support career path
As with any profession, a customer support career path can movie in many different directions
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6 min read
Quick, digital, and agile—do these words describe your organization? They should
Today’s most successful businesses are quick, agile, and digital. Right? Not exactly. According to a 2017…
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4 min read
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
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9 min read
Customer entitlement: the high price we all pay
Every year, with the help of technology and data-driven insights, companies get better and better at…
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2 min read
6 keys to a successful ticket escalation process
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
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6 min read
Improving the customer experience: why UX writers and customer service should team up
I was terrified the first time I filled out my taxes. Combine dense government jargon with…
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