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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Caught on video: The Zendesk rebrand Article

Caught on video: The Zendesk rebrand

The new version of Zendesk has more colors, individual product identities, and a super sweet logomark.…

How businesses can improve the customer experience with machine learning Article

How businesses can improve the customer experience with machine learning

Every interaction offers a business the chance to leave a customer feeling good, helping to build…

The reviews are in: Best headsets for customer service Article

The reviews are in: Best headsets for customer service

Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned…

3 tips for transforming your call center into a profit center Article

3 tips for transforming your call center into a profit center

Increasingly, customer service plays a part in more than just the post-purchase experience. Customers reach out…

5 tips to make sure your customer service is Millennial-ready Article

5 tips to make sure your customer service is Millennial-ready

We’ve all seen an angry customer Tweet. That molotov cocktail of 140 characters, thrown at a…

Everything is cooler in color: Zendesk’s customer service coloring book Article

Everything is cooler in color: Zendesk’s customer service coloring book

Customers and businesses aren’t always coming from the same place. But that’s not a bad thing.…

5 unconventional ways to use live chat on your website Article

5 unconventional ways to use live chat on your website

An increasing number of companies are turning to live chat for unconventional uses, finding creative ways…

Ask the analysts: Gartner’s take on the customer service technology landscape Article

Ask the analysts: Gartner’s take on the customer service technology landscape

As we approach the midpoint of the year (how did that happen so fast?), it’s a…

Forrester’s Predictions 2016: The eCommerce Gap Widens Article

Forrester’s Predictions 2016: The eCommerce Gap Widens

As anyone who’s ever developed or marketed a website knows, the Internet can be both a…

5 times virtual digital assistants should take the lead with customers Article

5 times virtual digital assistants should take the lead with customers

Siri, Cortana, and other personal assistants have permeated our lives; every day we depend on them…

Forrester’s Top 10 Customer Service Trends for 2016 Article

Forrester’s Top 10 Customer Service Trends for 2016

In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…

Provide innovative customer support on any channel Article

Provide innovative customer support on any channel

Customers have different preferences about how they receive and access customer support—whether that means talking over…

Phone support do’s and don’ts Article

Phone support do’s and don’ts

In the world of customer service, voice support still holds steady as a channel that customers…

Zendesk Deep Dive: Dynamic Content and Localization Article

Zendesk Deep Dive: Dynamic Content and Localization

When it comes to scaling support in global organizations, having localized content should be at the…

The best hold music since ‘Careless Whisper’ Article

The best hold music since ‘Careless Whisper’

Most companies' hold music is unlistenable. Here's how to make yours better.

TLDR: Zendesk adopting generous & equal parental leave benefits Article

TLDR: Zendesk adopting generous & equal parental leave benefits

As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one…

Innovate your customer service with embedded support Article

Innovate your customer service with embedded support

Digital customers no longer accept being treated like transactions instead of people. Thus, the growing demand…

Where in the world is customer satisfaction the highest? Article

Where in the world is customer satisfaction the highest?

Across the globe, businesses are striving to improve customer satisfaction (CSAT) ratings. According to the most…

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy White Paper

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy

Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…

Getting Schooled with Zendesk: EDU Customer Stories Article

Getting Schooled with Zendesk: EDU Customer Stories

Zendesk has more than 1,000 customers in the education space and just recently created a new…