Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely.

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

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them.

Zendesk plus some great new apps are a recipe for a great cocktail

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

language doesn’t need to be a barrier in your efforts at going global

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

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.

Here are all of the great new integrations for May:

With the Zendesk App for Slack, great customer service can now happen anywhere in your organization—right where work happens

The Zendesk Suite bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution.

Zola combines compassionate customer service with modern tools and technology

The numbers speak volumes: CircleCI reduced its FRT by 78.5% and improved its self-service to ticket ratio by 138%. The team also built an open source integration with Slack that they're willing to share.

By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient

Everyone can relax; new integrations have arrived

With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution.

Demand for 24/7 support is almost certainly going to come as your business grows

Spring is here, and with it, tons of new Zendesk integrations.

Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?

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

We’ve got plenty of new apps that will help you ensure your customers experience the best support possible.

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

An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience

All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.