Library Watch, read, and learn from the best.

Trends and insights

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Customer experience
<5 min.

Turning customer feedback into actionable insights

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Customer experience
<5 min.

Better customer experiences with omnichannel engagement

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Analyst reports
<5 min.

Forrester: Engagement Costs Continue To Rise Even With Digital

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Customer experience
<5 min.

Chat it up

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Analyst reports
<5 min.

Forrester: Win Funding For Your Customer Service Project

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Customer experience
<5 min.

Achieving Consistent Customer Experiences

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Analyst reports
<5 min.

Forrester: How to build customer trust more quickly

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Analytics
<5 min.

Keep customers happy with data-driven CX

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Customer Service Management
10+ min.

Customer feedback: how to hear the voice of the customer

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Gartner: Plan Now for Critical Shifts in Customer Interaction Patterns

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Customer service management library
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Customer service glossary

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Customer experience
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Fill the self-service gap

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Customer Service Management
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Forrester: Transform the Contact Center for Customer Service Excellence

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Analyst reports
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Gartner’s 2016 Magic Quadrant for the CRM Customer Engagement Center

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Customer Service Management
5 - 10 min.

Customer service: turning transactions into relationships

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Customer experience
<5 min.

Why CX, Why Now?

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Customer loyalty
<5 min.

How to Deliver Better Customer Service This Year

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Customer experience
<5 min.

2017 retail and ecommerce customer service trends

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Analytics
<5 min.

Zendesk research: analytics

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Customer experience
<5 min.

Zendesk research: retail and the holidays

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CSAT
<5 min.

Zendesk research: customer satisfaction

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Customer experience
<5 min.

Zendesk research: customer self-service

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Customer service strategy
<5 min.

Zendesk research: operational benchmarking

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Customer service strategy
<5 min.

Zendesk research: live chat

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Customer loyalty
<5 min.

Zendesk research: Net Promoter Score® (NPS)

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Customer experience
<5 min.

Zendesk research: behavioral cues

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Customer experience
<5 min.

Customer engagement with agile customer care

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Customer experience
<5 min.

Top customer experience with agile customer care

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Customer Service Management
<5 min.

Increase revenue with agile customer care

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Analyst reports
<5 min.

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Analyst reports
<5 min.

Gartner: Knowledge Management Will Transform CRM Customer Service

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Customer experience
<5 min.

Meeting the fresh demands of omnichannel customers

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Analyst reports
<5 min.

From Cost Center to Profit Center: the Potential ROI of Zendesk

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Analyst reports
<5 min.

Streamlining Customer Service with In-App Support Solutions

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Analyst reports
<5 min.

Uncover the true value of your customer support organization

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Analyst reports
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The Multi-Channel Customer Care Report

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Analyst reports
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Analyst reports
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Analyst reports
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Analyst reports
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Analyst reports
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Customer Service Management
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Happy customers, happy bottom line

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Analyst reports
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Customer Service’s Role in Creating Excellent Retail Experiences

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Analyst reports
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Gartner: CRM Applications Will Fail Without Customer Empathy

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How Businesses use Machine Learning for Customer Experience

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Analyst reports
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Improve employee satisfaction in just a few clicks

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Customer experience
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Thriving in the Expectation Economy

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Customer loyalty
<5 min.

How to Keep Your Customers Coming Back

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Analyst reports
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IDC: Supporting Customer Experience Initiatives

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Analyst reports
<5 min.

Forrester’s Vendor Landscape: ITSM SaaS Solutions

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Analyst reports
<5 min.

Forrester Research: Use Digital Technologies to Improve Employee Engagement

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Analyst reports
<5 min.

Forrester – 2016 eCommerce Predictions

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Customer Service Management
<5 min.

ICMI report: Uncover the Hidden Profits in Your Contact Center

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Customer experience
<5 min.

Bright Ideas: Customer Stories

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Analyst reports
<5 min.

Forrester’s Predictions 2016: The eCommerce Gap Widens

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Customer experience
<5 min.

Predicting customer satisfaction helps prioritize interactions and prevent churn

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Analyst reports
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Forrester’s Top 10 Customer Service Trends for 2016

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Analyst reports
<5 min.

Gartner Predicts 2016: CRM Customer Service and Support

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Customer experience
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Predictive Analytics, Machine Learning and Meaningful Customer Relationships

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Customer service strategy
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Zendesk Deep Dive: Dynamic Content and Localization

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Analyst reports
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Industry Trends Webinar: The Future of Customer Service

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Customer experience
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Customer Service Management
<5 min.

Productivity for a Cause—How EDUs and NPOs Can Extend Zendesk with Apps

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Customer experience
<5 min.

Effortless Customer Experience featuring Genesys

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Analyst reports
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Forrester Brief: Focus On Three New Service Experiences

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Analyst reports
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Customer experience
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The New Face of Customer Service

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Customer experience
<5 min.

Creating Moments of Magic for Your Customers—Today and Every Day

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Customer experience
<5 min.

Forrester Names Zendesk a ‘Strong Performer’

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Customer experience
<5 min.

Manners Around the World

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Customer experience
<5 min.

How to Defuse Even the Worst Customer Situations

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Customer experience
<5 min.

3 Keys to Building a Kindness Revolution

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Customer service strategy
10+ min.

Providing great social media customer service

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Customer loyalty
<5 min.

Going Beyond Support with Customer Engagement

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Best Practices
<5 min.

Creating a great customer experience in any language

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Customer experience
<5 min.

7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

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Customer Service Management
<5 min.

How Zendesk Does Customer Service

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Customer experience
<5 min.

Zen Masters of Customer Service Webinars

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Customer experience
<5 min.

United Kingdom omnichannel survey

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Customer experience
<5 min.

7 strategies for turning angry customers into loyal fans

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<5 min.

True stories of customer service ROI

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Customer experience
<5 min.

Leading the Starbucks Way: 5 Principles for Connecting with Your Customers

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Customer experience
<5 min.

Winning Customer Service

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Customer experience
<5 min.

7 tools for amazing every customer every time

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Customer experience
5 - 10 min.

6 Tips for Building a Thriving Help Center

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CSAT
<5 min.

The Zendesk Customer Service Benchmark

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Customer experience
<5 min.

Better service through self-service

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Customer experience
<5 min.

Companies Focus on Customer Retention

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Customer experience
<5 min.

Three hidden reasons why good people provide bad service

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Customer experience
<5 min.

Why Zendesk

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Customer experience
<5 min.

7 Effective Keys to Transforming the Customer Experience

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Customer experience
<5 min.

Turning Rants into Raves: How to Capture the Customer’s Heart

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5 - 10 min.

The impact of customer service on customer lifetime value

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Customer experience
<5 min.

The Cult of the Customer – Turning Customers into Evangelists

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Customer experience
<5 min.

5 Steps to Becoming a Beloved Company

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Customer experience
<5 min.

3 Customer Service Lessons from Disney

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Customer experience
<5 min.

Turning Difficult Moments into Positive Customer Experiences

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5 - 10 min.

Five trends impacting the enterprise IT help desk

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Customer experience
<5 min.

How Your Company’s Customer Service is Being Graded Online

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Customer experience
<5 min.

Why companies should invest in the customer experience

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Customer experience
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What’s the Secret to Providing a World Class Customer Service Experience

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Customer experience
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Can Your Customers Find You Online?

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Customers want to help themselves?

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Customer service strategy
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Customer Service Management
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Best in practice: what works in customer service

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Where are the happiest employees?

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Customer loyalty
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The Apple Experience: Secrets to Insanely Great Customer Loyalty

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Customer experience
10+ min.

One face of the brand customer support

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Customer service strategy
10+ min.

How to move beyond email to the cloud

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Customer service strategy
5 - 10 min.

The Customer Service and Social Media Revolution

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Customer loyalty
<5 min.

Building customer loyalty

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Customer loyalty
<5 min.

What is bad customer service?

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Customer Data & Analytics
<5 min.

Are customer surveys effective?

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