Best practices

10 min read

6 tips for improving your business's customer focus

Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy

13 min read

11 of the best customer loyalty programs (+ how they work)

Loyalty programs, if executed well and with the customer at the center, can help you retain your existing customers and build brand loyalty

8 min read

What is the CRM process? 5 key steps

The CRM tool itself is what provides the data and functionalities your team needs to execute this strategy—and ultimately turn leads into customers

23 min read

10 sales pitch examples that work (+ tips for writing your own)

Craft an engaging sales pitch to pack your pipeline with high-quality leads.

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. Watch now.

8 min read

What is a customer success manager? responsibilities + job description

Does your company have a customer success manager? If not, you are missing out. Here is how this role can help your organisation.

White Paper
8 min read

Top tips for building a flourishing help centre

Learn how to build an engaging and flourishing help centre. Increase customer satisfaction, reduce costs and grow your business community by improving your help centre with these steps

5 min read

5 ways a customer interaction can improve your business

“No plan survives first contact with the enemy.” Similarly, few businesses can survive the first contact…

5 min read

What is a sales CRM?

When most people refer to a CRM (customer relationship management) they’re referring to software or a…

5 min read

10 customer experience KPIs for 2021 and beyond

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.

10 min read

Understanding the difference between WhatsApp and WhatsApp Business

WhatsApp is the most popular chat app in the world and the top messaging app used by companies. Here's your complete guide to WhatsApp Business.

10 min read

Why customer service training matters: a guide to better service

Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.

15 min read

Customer support: Definition, skills, importance, and tips

Customer support teams help customers who are having trouble with a product or service. Troubleshooting is just one part of the job.

15 min read

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…

6 min read

10 help desk metrics for service desks and internal help desks

It can be hard to identify the help desk metrics or service desk metrics that really matter for your organization, but these 10 are a good place to start.

11 min read

Millennials vs. Gen Z: How their customer service expectations compare

Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.

11 min read

How to start a call center (without breaking the bank)

What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.

12 min read

What is bad customer service? 5 poor examples

Bad customer service is what happens when a company fails to meet customer expectations. Get tips for your team to avoid creating poor customer experiences.

9 min read

What are customer service objectives? 4 industry experts weigh in

We asked customer experience experts to provide examples of important customer service objectives.

9 min read

The best knowledge management system examples, types, and tools

Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop