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

AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.

More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.

It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

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

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

Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.

We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service

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

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.

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.

With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website

The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.

Customers will call, customers will interact, and customers will even vent at you. But the truth is, each interaction (whether good or bad) provides information about how your company can do better. Here are 5 ways customer interactions can improve your business.

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

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness

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.

Let's break down what businesses are doing going into 2018 to prioritize the customer experience

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.

For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.

At long last, the winning track from our hold music contest is here. Perhaps you thought we were holding out on you. When we asked you to hold your horses back in December, you might have