Best practices

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
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…

The best things in life are free

Like our demos.

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.

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.

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.

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
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 2025

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

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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.

Article
7 min read

First reply time: 9 tips to deliver faster customer service

First reply time refers to how quickly an organization can respond to a customer. Learn how to measure, track, and improve this crucial metric in our guide.

1 min read

How to improve your sales process

A good sales process is the foundation of any successful sales organization. And just like in…

Article
14 min read

Customer service ROI: How to measure and improve it

Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.

Article
12 min read

Customer success: A guide to what it is and why it matters

Customer success is all about ensuring buyers reach their goals. Create a customer success strategy to increase retention and help your business thrive.