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The best knowledge base article: 5 tips and a template Article

The best knowledge base article: 5 tips and a template

The key is to find the right mix of knowledge base article templates for your customer-audience

How messaging apps help connect immigrant and diaspora communities Article

How messaging apps help connect immigrant and diaspora communities

Group chats have been an extension of my social circles for as long as I’ve had…

Customer service definition and skills for 2021 and beyond Article

Customer service definition and skills for 2021 and beyond

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships

Inclusive leadership has never been more imperative Article

Inclusive leadership has never been more imperative

As our nation struggles with and rallies around a re-awakening of racial injustice that has been…

Through the CIO lens: 5 important CX trends for 2020 Article

Through the CIO lens: 5 important CX trends for 2020

Learn more CX trends we're seeing in 2020 and find out how CIOs are in a unique position to drive their organizations toward customer centricity.

What is call center software? Article

What is call center software?

Call center software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer and then deciding which ones you need most.

3 tips on how to improve your IT service desk Article

3 tips on how to improve your IT service desk

Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees

5 skills that make your customer service resume stand out Article

5 skills that make your customer service resume stand out

Top things hiring managers look for in a customer service resume

9 ticketing system tips for outstanding customer service Article

9 ticketing system tips for outstanding customer service

Customers expect fast response times from your support team. Here are tips for creating a ticketing system to streamline workflows and boost efficiency

The future of customer care: built-in flexibility Article

The future of customer care: built-in flexibility

Customer contact centers have always been divided between remote work and in-office work, with arguments for…

Building the best mobile customer experience — do I need an app? Article

Building the best mobile customer experience — do I need an app?

Apps are a great way to retain customers, but it's important to flesh out a comprehensive mobile strategy across all touchpoints, like web and social media

What is a help desk? Article

What is a help desk?

A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external. Here's how it can benefit your business

Content management vs knowledge management Article

Content management vs knowledge management

Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do.

Holding onto the rituals we’ve learned to love as we shelter in place Article

Holding onto the rituals we’ve learned to love as we shelter in place

For many of us, the past few months represent more concentrated time sequestered inside—either solo or…

4 ways to create mobile customer engagement Article

4 ways to create mobile customer engagement

It's more important that ever for companies to have a mobile customer engagement strategy. Here are some expert tips

Values with action: how Zendesk will continue to do better Article

Values with action: how Zendesk will continue to do better

Silence is complicity. Speech is not enough. We’re committed to being an ongoing catalyst for change. Here are the latest steps we’re taking.

Relational Mindfulness: 4 ways to relate as humans at work Article

Relational Mindfulness: 4 ways to relate as humans at work

A phone interview with Brigit Ritchie in the midst of a global crisis opens like this:…

Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever Article

Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever

In our latest Startup Central Virtual Meetup, we discuss how businesses can meet new and rising customer expectations.

Sending surveys in the time of coronavirus Article

Sending surveys in the time of coronavirus

Are customers open to coronavirus-related surveys? According to original data from SurveyMonkey, they are — here's how to engage with them respectfully

Zendesk legal terms update 2020 Article

Zendesk legal terms update 2020

Following the comprehensive improvements to our Master Subscription Agreement (“MSA”) that were announced last December, we continue to improve our MSA to make it shorter and easier to read