Best practices

Article
8 min read

Customer success vs. customer experience: What's the difference?

Customer success vs. customer experience—what differentiates the two? Find out how they’re different and how they work together to improve the customer journey.

Article
10 min read

What is lead management? Definition and best practices

Discover how to use a robust lead management process to boost your business and move qualified leads down the sales funnel.

Article
7 min read

Customer expectations: Definition, types, and tips

Customer expectations frequently change, so staying informed is essential. Learn what customers expect and how you can earn and keep their business.

Best practices for conversational customer service

Companies are gravitating towards conversational customer support for the same reasons customers are: it's fast, personal, convenient, and secure.

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Article
13 min read

What is a sales funnel? Strategies on how to create one (+ examples and templates)

A sales funnel is critical for understanding the path to purchase. Learn how it works and how to build one so you can increase conversions.

Article

What is customer service? Key skills & examples

Customer service is the support you offer customers throughout a business relationship. Learn why it’s important and assess your own customer service aptitude.

Article
12 min read

Personalization 101: What it is, importance, and examples

Use consumer data to perfect the customer experience (CX) with personalized products, customer service, and messaging.

Article
12 min read

Customer self-service: what it is, why it's important, and how to get it right

Customer self-service is a set of tools and resources that allow customers to complete tasks independently. Discover the benefits and more in this guide.

Article

What is a call center? Definition, types, and how they work

A call center is a team of customer service agents who field calls. Learn what it takes to build a call center that delivers top-tier customer experiences.

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.

Article
13 min read

Customer feedback: 7 strategies to collect and leverage it

Customer feedback is a goldmine of insights—if you know how to get it and use it well.

Article
8 min read

What is cross-selling? The complete guide (+ examples)

Cross-selling is the process of selling a related product or service to an existing customer.

Article
5 min read

What is online customer service? + 9 ways to improve it

Online customer service is the process of answering customer questions digitally using tools such as email, social media, and more. Learn more in this guide.

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Read the Zendesk Customer Experience Trends Report.

Article
15 min read

What is conversational AI? How it works, examples, and more

Learn how conversational AI is transforming CX and how you can use it to benefit your business, agents, and customers.

26 min read

52 effective sales email templates (+ writing tips)

Increase your chances of success with these sales email templates that cover every stage of the pipeline, from prospecting to closing.

Article
2 min read

How to provide great customer service for Facebook

Learn the secrets of great customer service on Facebook with our downloadable guide. customer service on facebook

Article
10 min read

Knowledge-centered service (KCS): The basics + benefits

Knowledge-centered service is a philosophy that leverages the knowledge management process to improve team customer service and organizational productivity. Learn more below.

Article
5 min read

What is call center workforce management?

In a call center, workforce management is a set of processes used to optimize productivity and reduce risk. Learn why this is so important in our guide.