I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for

Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two

See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

Check out these great new apps. They’ll help you make the most of Zendesk and provide a great experience for your customers.

Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success

When IT leaders are deciding what they need out of a CRM platform, there are five important questions they need to ask

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

The basic idea of sales pipeline management is to estimate the upcoming sales you’re aiming to close. Without proper pipeline management, you could be missing profitable opportunities. Do you know how many qualified leads are actually converting? Have you overlooked deals that are now lost? How many deals are actually worth pursuing? Over time, poor […]

Preparing agents and triaging tickets are especially important when it comes to structuring product support

With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI

Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace

We're welcoming the new year with some great new apps to help you make the most of Zendesk

Here are two methodologies for channel assignment that can help improve the overall customer experience