Customer service trends

The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.

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Can chatbots make the insurance industry more human? Article

Can chatbots make the insurance industry more human?

Chatbots can simplify the flow of insurance quoting engines, and companies like Pronavigator embedding chatbots on their websites to generate more leads.

Agents need cross-channel communication Article

Agents need cross-channel communication

Here's why omnichannel support for agents and customers is a necessity

The consequences of bad customer service Article

The consequences of bad customer service

Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.

A customer experience definition Article

A customer experience definition

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers

What is omnichannel customer service? Article

What is omnichannel customer service?

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website

5 ways customer interactions can improve your business Article

5 ways customer interactions can improve your business

Customers will call, customers will interact, and customers will even vent at you. But the truth…

3 questions to ask about business messaging Article

3 questions to ask about business messaging

Context and identity are precisely what makes messaging so powerful. Capturing this information will allow you to deliver truly personal experiences your customers will love.

Building customer loyalty with great support Article

Building customer loyalty with great support

Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide

The dynamic, long-term impact of self-service Article

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.

See your business goals through by offering live chat Article

See your business goals through by offering live chat

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

Hold the line—your new hold music has arrived Article

Hold the line—your new hold music has arrived

There are plenty of places to get high-quality on hold music for cheap—or even free.

5 must-haves in B2C customer support Article

5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.

Understanding bot abilities—and limitations Article

Understanding bot abilities—and limitations

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

Map a customer-centric omnichannel support strategy Article

Map a customer-centric omnichannel support strategy

The best omnichannel strategy lets your agents and customers move fluidly through channels

Reduce customer effort with great service Article

Reduce customer effort with great service

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

Forrester: Engagement Costs Continue To Rise Even With Digital Article

Forrester: Engagement Costs Continue To Rise Even With Digital

Facebook, Snapchat, Instagram, Messenger, LinkedIn, WhatsApp, WeChat—we have a seemingly ceaseless number of ways to communicate.…

Providing a great customer experience during the holiday rush Article

Providing a great customer experience during the holiday rush

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help…

How Zendesk customers benefit from self-service Article

How Zendesk customers benefit from self-service

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…

Sales and support: Collaborating to increase growth Article

Sales and support: Collaborating to increase growth

Businesses must seek to grow with existing clients and enhance the value of these relationships over time