Customer support

Article
6 min read

What is natural language understanding (NLU)?

Native speakers often bend the grammatical rules of their mother tongue. Their language (both spoken and…

Article
1 min read

Top customer service quality assurance interview questions

Considering a career change or want to hire a quality specialist? Take a look at popular customer service QA interview questions and answers.

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
5 min read

Lifelines for the frontline: How IRC delivers critical customer service and humanitarian aid using Zendesk solutions

Zendesk helps the International Rescue Committee to empower millions of people with vital information and tech innovations.

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.

Nucleus Research report: Zendesk vs. Freshworks

Nucleus Research found that users prefer Zendesk vs. Freshworks due to our ease of use, adaptability and scalability, stronger analytics, and support and partnership.

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1 min read

Customer data privacy: A CX guide for 2025

Prioritizing customer data privacy is key to building strong, trusting customer relationships. Learn how your business can help keep consumer data private.

Article
9 min read

Hypercare: What it means and why it matters in CX

Explore how incorporating hypercare in your customer service efforts can create seamless customer experiences and lead to greater satisfaction.

Article
9 min read

SaaS customer support: An introductory guide for 2025

How you respond to customer concerns can make or break your business. Learn about SaaS customer support and impactful strategies you can use in your operations.

Article
5 min read

Omnichannel routing: What it is, how it works, + benefits

Learn how omnichannel routing streamlines customer service workflows, boosts agent efficiency, and increases customer satisfaction.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
12 min read

Customer feedback management: A beginner’s guide

Discover the power of customer feedback management in understanding and meeting customer needs, reducing churn, and fostering loyalty. Dive deeper with our guide and kickstart your feedback journey by downloading our customer satisfaction survey templates below.

Article
5 min read

What is a knowledge base? A comprehensive guide

Help customers find answers on their own by offering a knowledge base—a virtual library of information about your product or service.

Article
4 min read

11 fresh alternatives + synonyms for “happy to help”

Customers want to have genuine conversations with customer service reps. Here are some better customer support phrases than “happy to help.”

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article

What is customer service? Key skills & examples

Customer service is the support you offer customers throughout a business relationship. Learn why it’s important and assess your own customer service aptitude.

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5 min read

What is online customer service? + 9 ways to improve it

Online customer service is the process of answering customer questions digitally using tools such as email, social media, and more. Learn more in this guide.

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What is interactive voice response (IVR)? A complete guide

IVR technology can be a game changer for call centers. Discover what an IVR system is and how it improves phone support.

Article
8 min read

What is a contact center? Definition, types, and use cases

Establish a flexible, dynamic contact center to drive customer loyalty and improve agent efficiency.

Article
10 min read

17 common types of customer needs (+ how to meet them)

Understanding customer needs is essential for building loyalty and driving business growth. Explore the most common types of customer needs and discover strategies to meet them in this comprehensive guide.