For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them

Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help

Your customer support technology should evolve with you as your business scales and changes. Use these steps as a map.

It’s good to offer all support channels, but not all the time, and not everywhere

We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming integration: the Zendesk Events Connector

Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs

Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.

We identify three customer service goals that companies can measure and the metrics they need to do so

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

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

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.

Instant communication is the expectation when it comes to support, and when more than 53% of shoppers abandon their online purchase if they can’t find a quick answer, real-time communication in addition to traditional email support can help prevent customers from churning.

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service

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

Language doesn’t need to be a barrier in your efforts at going global

At Zendesk, we’ve been preparing for this day for a long time

Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.

The Zendesk Suite bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution

Zola combines compassionate customer service with modern tools and technology

CircleCI relies on Zendesk to connect its remote, distributed technical support team with its customers. The company has seen gains in efficiency and satisfaction and built a custom open source Slack integration using the Zendesk API.

Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.

With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution