Research and trends

Article
4 min read

How AI assistants close the gaps in customer service

AI assistants are capable of quite a bit more than their living room responsibilities. In the…

Article
3 min read

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge…

Article
2 min read

Announcing the Zendesk and WhatsApp Integration

We’re excited to announce the launch of our integration with WhatsApp Business Solution

Article
5 min read

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

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Article
4 min read

Can chatbots make the insurance industry more human?

Chatbots can simplify the flow of insurance quoting engines, and companies like Pronavigator embedding chatbots on their websites to generate more leads.

Article
4 min read

Agents need cross-channel communication

Here's why omnichannel support for agents and customers is a necessity

Article
3 min read

The consequences of bad customer service

Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.

Article
3 min read

A customer experience definition

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…

Article
5 min read

5 ways a customer interaction can improve your business

Customers will call, customers will interact, and customers will even vent at you. But the truth…

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Article
2 min read

Building customer loyalty with great support

Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide

Article
3 min read

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.

Article
3 min read

See your business goals through by offering live chat

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

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Article
2 min read

5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.

Article
4 min read

Understanding bot abilities—and limitations

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

Article
7 min read

Reduce customer effort with great service

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

Article
4 min read

Providing a great customer experience during the holiday rush

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help…

Article
4 min read

How Zendesk customers benefit from self-service

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…