Best practices

Strategies, how-tos, and ideas to inspire you.

Latest stories

Article
14 min read

88 free call center scripts to boost your customer satisfaction

Leverage our call center scripts and customizable template to help agents deliver consistent and excellent customer service experiences.

Article
4 min read

Customer service BPO: What is it + do you need it?

Customer service BPOs can help you reach your support goals. Learn what they are and how to determine if they are right for your organization.

Article
7 min read

10 types of customer service you should know

Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.

Customer satisfaction

Article
12 min read

Customer satisfaction surveys (CSAT): 52 questions + templates

Use our customizable survey templates to create customer surveys your audience will want to complete, helping you collect usable, quality customer feedback.

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
12 min read

How to deal with difficult customers: 13 tips + examples

Understanding how to deal with difficult customers is essential in customer service. Learn how to turn a challenging situation into a great customer experience.

Customer retention

Article

What is proactive customer service? Examples + strategies

Proactive customer service is about anticipating customer needs. Learn how addressing potential issues before they arise can build customer trust.

Article
10 min read

Customer Effort Score simplified + how to measure it

Customer Effort Score is a metric that measures how easily customers get what they need from your company, from checking out to resolving an issue.

Customer retention Customer satisfaction

Article
9 min read

12 help desk metrics to measure support performance

Here are 12 help desk metrics and KPIs to measure your business's ability to serve customers or employees.

1 min read

Customer Experience Guide

We all know that for any company to succeed, it must first and foremost focus on…

Customer satisfaction

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
11 min read

Skills-based routing: What it is + how it works + types

Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.

Article

20 call center metrics and KPIs to enhance the CX

Call center metrics can help you measure your team’s performance and boost your customer experience. Discover some of the most important below.

Article
11 min read

What is average handle time (AHT) and how do you calculate it?

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

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Make yourself heard

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

Article
9 min read

16 crucial customer service objectives for 2025

Customer service objectives align agents with department goals to provide the best service. Create effective objectives with advice from industry leaders.