Best practices

Best practices
10 min read

12 positioning statement examples and how to write your own (free template)

Align your marketing and sales messaging with a clear positioning statement. Get inspiration for writing your own with these 10 examples.

Best practices
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.

Best practices
5 min read

Inbound vs outbound call centres: What is the difference?

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

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

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

Best practices
13 min read

11 best customer loyalty programs (+ how they work)

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

Best practices
8 min read

What Is the CRM process? 5 steps & key components

The CRM tool itself is what provides the data and functionality required by your team to execute this strategy and ultimately turn leads into customers.

Best practices
21 min read

10 effective sales pitch presentation examples, templates, and tips

With these helpful examples, you can craft an engaging sales pitch to pack your pipeline with high-quality leads.

Best practices
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 thriving Help Centre

Learn how to build an engaging and thriving Help Centre. Increase customer satisfaction, reduce costs and grow your business community by improving your Help Centre with these steps

Best practices
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…

Best practices
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…

Best practices
5 min read

10 customer experience KPIs for 2026 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.

Best practices
10 min read

The ultimate guide to 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.

Best practices
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.

Best practices
16 min read

Customer support: Definition, importance + 10 key strategies

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

Best practices
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…

Best practices
10 min read

17 help desk and service desk metrics to measure support performance

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.

Best practices
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.

Best practices
11 min read

Providing great social media customer service

What is social media customer service? Social media customer service is offering support through social channels,…