Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

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

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

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

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

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

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

Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?

Tier 0 support is a great way to help your customers help themselves

Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.

It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.

We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

We’re excited to announce the launch of our integration with WhatsApp Business Solution

Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.

Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

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

Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country

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