Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
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White Paper The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.
White Paper Gartner’s predictions for 2021: CRM customer service and support
As your approach to customer service matures, the complexity of your customers’ issues increases.
White Paper Report: Over the Top (OTT) Support
Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.
Article What is knowledge-centered service (KCS)?
What is knowledge centered support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger
Guide How to introduce support reps to your CX strategy
When shifting your CX strategy, your support representatives are an important resource. They know your product…
Article What is customer success enablement? The ultimate guide
Customer success enablement ensures agents have the training, processes, and tools they need to do their jobs well. Supporting your customers starts with supporting your own people.
Article A tactical guide to preventing and surviving a social media crisis
Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…
Article How gamification is leveling up customer service
Exponential growth in customer expectations, an increasingly competitive consumer market, the global influx of customer complaints…
Article 11 support tools every customer service team should have
Customer experience management is about providing consistent service. Here's our expert advice on how to do that.
Article An enterprise guide to personalized service
Enterprise companies often get a bad rap when it comes to personalized service. It’s on you to change the narrative.
Article The ultimate guide to customer segmentation for support teams
Customer segmentation isn’t just for marketing and product teams. Here’s how to put segmentation to work for your support team.
Article Why experience data is key to better customer service
Today, quality customer service is more important than ever. One in three customers are abandoning brands…
White Paper Report: CX Champions of Europe
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Europe are driving CX success.
White Paper Report: CX Champions of Asia Pacific
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how CX Champions across the Asia Pacific region are driving CX success.
White Paper Report: CX Champions of Latin America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Latin America are driving CX success.
White Paper Report: CX Champions of North America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how leaders in the United States and Canada are driving CX success.
Article 8 Questions CX leaders must answer before creating a customer experience map
This planning guide will help you create a CX map that gives your team the insights they need to deliver excellent customer experiences.
Article How to identify and support your most valuable customer segments
Using segmentation to better serve your best customers.
Article The new rules for customer service outsourcing in a changing world
Here are four questions you should ask before getting started with an outsourcer.
Article Best practices for Champions of CX
ESG Research pinpoints where companies are elevating their CX game—and where they’re falling behind.