Best practices

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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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

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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.

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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.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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.

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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.

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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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10 min read

What is call listening? A guide for 2026

Use call listening to monitor customer conversations, provide high-quality service, and support agent growth.

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7 min read

What is an enterprise help desk? 6 big business benefits

Provide excellent support experiences at scale, improve productivity, and streamline your operations with an enterprise help desk.

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19 min read

Customer onboarding guide: 11 templates + best practices

Customer onboarding teaches new customers the value of your product or service. Use our customer onboarding templates to set customers up for success.