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What is average handle time (AHT)? How to calculate and reduce AHT Article

What is average handle time (AHT)? How to calculate and reduce AHT

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company

How Strava cracked mobile support and engagement Article

How Strava cracked mobile support and engagement

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Hold the line—your new hold music has arrived Article

Hold the line—your new hold music has arrived

There are plenty of places to get high-quality on hold music for cheap—or even free.

Building real relationships through technology Article

Building real relationships through technology

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

Introducing Textback, born in our hackathon Article

Introducing Textback, born in our hackathon

Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.

For FabFitFun, subscriber growth means scaling up customer service Article

For FabFitFun, subscriber growth means scaling up customer service

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and…

6 Reasons why every call center should use an integrated ticketing system Article

6 Reasons why every call center should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

On hold no more: top 5 benefits of a callback service Article

On hold no more: top 5 benefits of a callback service

No one likes calling a company only to be put on hold. In fact, according to…

5 tips for training call center agents Article

5 tips for training call center agents

Did you know that agent demeanor is even more important to consumers than fast resolution or…

Improving phone support efficiency Article

Improving phone support efficiency

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can…

Introducing our new ebook: Getting started with Zendesk Talk Article

Introducing our new ebook: Getting started with Zendesk Talk

To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook…

Announcing Text: adding SMS support to Zendesk Talk Article

Announcing Text: adding SMS support to Zendesk Talk

More people use phones than laptops or desktop computers. And texting—which is a lower commitment than…

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…

14 techniques to provide good phone customer service Article

14 techniques to provide good phone customer service

Customers still want to interact with businesses over the phone. Provide phone-based support the right way using these tips.

Taking the heavy lifting out of moving—and support Article

Taking the heavy lifting out of moving—and support

Living by an ‘innovate or die’ mentality, the founders of Dorm Room Movers adopted Zendesk early…

6 easy steps to trial Zendesk Talk Article

6 easy steps to trial Zendesk Talk

Whether it’s to resolve complex support issues or to receive personalized service, many people appreciate companies…

SMS: The New, Old Channel for Customer Service Article

SMS: The New, Old Channel for Customer Service

Be an early adopter and sign up for Zendesk's new native SMS channel Early Access Program

Tip of the week: Porting numbers into Zendesk Voice Article

Tip of the week: Porting numbers into Zendesk Voice

For the best audio quality and overall Voice experience, we highly recommend that you port any…

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…