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.
Latest stories Page 3
Article 3 benefits of proactive engagement
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
Article How customer support and customer service work hand-in-hand
Customer support helps users troubleshoot and optimize their use of a product—knowing how it connects to customer service can be a boon for business.
Article How businesses can benefit from proactive messaging
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
Article Why AI will transform how customer service teams work
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
Article 5 types of difficult customers and how to help them
No matter how much time you spend delivering good customer service, it’s important to remember you…
Article How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities. In the…
Article Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge…
Article 5 ways that AI is already benefitting the customer experience
It's great news for businesses that there are already practical applications of AI, especially for the…
Article The importance of customer service benchmarking
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
Article Announcing the Zendesk and WhatsApp Integration
We’re excited to announce the launch of our integration with WhatsApp Business Solution
Article When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Article New Zendesk research: how to go omnichannel
We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service
Article Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
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.
Article A customer experience definition
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…
Article New Zendesk research: omnichannel and better support
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
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
Article Keep your knowledge base healthy with the newest innovations
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.
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…
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