Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs

As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush

For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them

7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging

It’s good to offer all support channels, but not all the time, and not everywhere

Every business needs to consider how to continuously deliver better customer experiences that can compete with the likes of today’s leading brands

We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering.

Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits.

There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale.

Despite it’s growing popularity, there’s still a lot of confusion concerning how machine learning fits within our current understanding of customer service

The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more.

Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them

“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided to explore this idea by looking beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone