Customer support

7 min read

What is a BPO call centre and what does it do?

If your business does not have the bandwidth to adequately handle all your inbound and outbound calls, you may want to consider outsourcing. Read on to learn how a BPO call centre can step in

15 min read

Customer experience: strategies, importance and examples

Customers have come to expect more out of companies, but who can blame them? We have…

19 min read

Good customer service: 10 ways to deliver great customer service

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing and the rest of your company.

White Paper
2 min read

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Get your complimentary copy of the 2021 Gartner Magic Quadrant to learn why Zendesk is recognised as a Leader.

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.

11 min read

30 customer success interview questions you should ask every candidate

To build the team of your dreams, ask these customer success interview questions.

5 min read

Inbound vs. outbound call centres: What is the difference?

Learn what makes an inbound call centre and outbound call centre different and how they can benefit your business

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

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

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.

Guides and ebooks
6 min read

18 essential customer service metrics to measure in 2021

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

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.