Best practices

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.

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.

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.

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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.

Article
10 min read

17 help desk and service desk metrics to measure support performance

People have grown to expect instant answers from support teams, or at least the freedom to…

1 min read

Customer Experience Guide

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

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.

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

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.

Article
9 min read

16 crucial customer service objectives for 2026

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

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Article
9 min read

21 customer service KPIs every support team needs to track

Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.

Article
3 min read

How to get hold music for your business

The right phone hold music keeps customers entertained while they wait for an agent. Learn how to get hold music for your business in our guide.

Article
6 min read

Google Messaging Services Get a Boost with RCS

RCS, or Rich Communication Services, is the next generation of text messaging standard — a decade in the making, the story is a bit complicated

Article
1 min read

Support operations: An introductory guide for 2026

Learn how support operations teams provide customer service agents with the tools and processes to improve efficiency and productivity.

Article
8 min read

5 support tier levels explained: How to set them up

An effective support tier structure is critical to optimize customer experience and employee retention. Learn about the five levels and how to implement them.