Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
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.
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.
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Join the Zendesk Experience Research Panel and help shape the future of our products.
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): A guide to smarter support
Knowledge-centered service is a methodology where knowledge is continuously created and updated as part of resolving customer interactions. This knowledge management process improves customer service and organizational productivity.
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.
Article
19 min read
5 powerful sales strategies, examples, and best practices
Here’s a five-step approach to creating a sales strategy that attracts, converts, and retains customers.
Article
12 min read
What is a chatbot? Learn how AI enhances CX
Chatbots are AI solutions that simulate human-like conversations to deliver 24/7 support and give service teams time back for higher-value tasks.
Article
12 min read
How to create a customer experience map: Step-by-step guide
Use this guide to create a customer experience map that gives your team the insights it needs to deliver excellent CX.
Article
11 min read
Customer service outsourcing: Pros and cons + guide
Customer service outsourcing can provide the boost you need to improve your customer experience. Learn how to outsource customer service in our guide.
Article
12 min read
Customer service reports: A complete guide + 6 metrics to track
Customer service reports can help your organization deliver an outstanding customer experience time after time. Discover key metrics and how to implement them.
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
Article
What is interactive voice response (IVR)? A complete guide
IVR technology can be a game changer for call centers. Discover what an IVR system is and how it improves phone support.
Article
10 min read
What is customer value? Definition, formula, and importance
Customer value is how much a product or service is worth to a customer. Here’s how companies can enhance their value to improve the customer experience and increase satisfaction.
Article
8 min read
What is a contact center? Definition, types, and use cases
Establish a flexible, dynamic contact center to drive customer loyalty and improve agent efficiency.
Article
10 min read
17 common types of customer needs (+ how to meet them)
Understanding customer needs is essential for building loyalty and driving business growth. Explore the most common types of customer needs and discover strategies to meet them in this comprehensive guide.
Article
13 min read
What is a customer success manager, and what do they do?
Learn the key responsibilities of the customer success manager role.
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