Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with the likes of today’s leading brands
Beyond “buy 10 get one free”: What is customer loyalty?
What exactly does real customer loyalty look like? We asked CX practitioners and experts for their best tips for building customer loyalty.
Values versus reality: surprising gaps in customer service
We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering.
Mastering change management
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
Making CX smarter and more personalized with Zendesk and AWS
We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming integration: the Zendesk Events Connector
How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
3 top priorities in banking customer service
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits.
Start providing personalized customer service
There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale.
How is machine learning being used in customer service?
Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service
‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.
The benefits of owning your support community
The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more.
Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Zendesk Duet: break down the silos between sales and support
Duet is a “super seat” that gives users access to both Sell and Support, enabling sales and support reps to take advantage of the customer data flow between them
Three ways an AI-powered knowledge base changes the game
AI-powered knowledge bases have become vital to providing high-quality customer service--here's why
3 ways to turn your call center into an experience center
Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers
How The Groomsman Suit offers tailored customer love, at scale
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
How we improved self-service for our customers
By improving our own customer service offerings, we aim to learn best practices we can pass along to our customers that enable them to do the same
Call center scripts: when and how to use them
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
Help desk vs service desk: what’s in a name?
Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs
Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience