Customer service trends

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

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Gartner predicts 2017: The future of artificial intelligence demystified Article

Gartner predicts 2017: The future of artificial intelligence demystified

It’s not a new topic of contention, but artificial intelligence (AI) is more relevant than ever.…

Sh*t support agents say Article

Sh*t support agents say

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40…

Fend off “digital disrupters”  with customer empathy Article

Fend off “digital disrupters” with customer empathy

A little bit of empathy can go a long way, especially in CRM processes. In fact,…

Digital disruptions to the workplace—what every CIO should be thinking about Article

Digital disruptions to the workplace—what every CIO should be thinking about

As part of the annual event a few weeks ago, I joined a panel discussion on…

Caught on video: The Zendesk rebrand Article

Caught on video: The Zendesk rebrand

The new version of Zendesk has more colors, individual product identities, and a super sweet logomark.…

How businesses can improve the customer experience with machine learning Article

How businesses can improve the customer experience with machine learning

Every interaction offers a business the chance to leave a customer feeling good, helping to build…

The reviews are in: Best headsets for customer service Article

The reviews are in: Best headsets for customer service

Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned…

3 tips for transforming your call center into a profit center Article

3 tips for transforming your call center into a profit center

Increasingly, customer service plays a part in more than just the post-purchase experience. Customers reach out…

3 reasons retailers need an omnichannel customer service program Article

3 reasons retailers need an omnichannel customer service program

It’s no small job to help consumers transition between mobile devices, brick and mortar stores, the…

5 tips to make sure your customer service is Millennial-ready Article

5 tips to make sure your customer service is Millennial-ready

We’ve all seen an angry customer Tweet. That molotov cocktail of 140 characters, thrown at a…

Everything is cooler in color: Zendesk’s customer service coloring book Article

Everything is cooler in color: Zendesk’s customer service coloring book

Customers and businesses aren’t always coming from the same place. But that’s not a bad thing.…

5 unconventional ways to use live chat on your website Article

5 unconventional ways to use live chat on your website

An increasing number of companies are turning to live chat for unconventional uses, finding creative ways…

Ask the analysts: Gartner’s take on the customer service technology landscape Article

Ask the analysts: Gartner’s take on the customer service technology landscape

As we approach the midpoint of the year (how did that happen so fast?), it’s a…

5 times virtual digital assistants should take the lead with customers Article

5 times virtual digital assistants should take the lead with customers

Siri, Cortana, and other personal assistants have permeated our lives; every day we depend on them…

Industry experts predict the future of retail customer service Article

Industry experts predict the future of retail customer service

The future of customer retail service is wide open. We asked customer service industry experts to…

Provide innovative customer support on any channel Article

Provide innovative customer support on any channel

Customers have different preferences about how they receive and access customer support—whether that means talking over…

Phone support do’s and don’ts Article

Phone support do’s and don’ts

In the world of customer service, voice support still holds steady as a channel that customers…

Dance like nobody is waiting: announcing the Best Hold Music winner Article

Dance like nobody is waiting: announcing the Best Hold Music winner

For two weeks we held a global contest to find the world's best hold music. It…

Innovations in the retail customer experience Article

Innovations in the retail customer experience

Learn more about retail inventions you already depend on and discover what's in store for the…

The best hold music since ‘Careless Whisper’ Article

The best hold music since ‘Careless Whisper’

With a few notable exceptions (shout out to Philippine Airlines!), most hold music is pretty shitty.…