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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How to support your robot co-worker Article

How to support your robot co-worker

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are…

Why chatbots won’t necessarily replace humans Article

Why chatbots won’t necessarily replace humans

Chatbots will play a much larger role in customer interactions in the next five years, but…

Untapped: the ROI of customer service Article

Untapped: the ROI of customer service

Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?

How will artificial intelligence assist customer service agents? Article

How will artificial intelligence assist customer service agents?

New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers

FAQ-page design: Be savvy about self-service Article

FAQ-page design: Be savvy about self-service

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

Machine learning: a new potential in customer service Article

Machine learning: a new potential in customer service

Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning

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How video can enhance self-service

The human brain processes video at astounding speeds. Try using it in your support pages.

How AI is shaping the latest customer support trends Article

How AI is shaping the latest customer support trends

With the growing vigilance of how trends are being affected by automation, we've noted a few…

Live chat vs. phone support Article

Live chat vs. phone support

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.

3 Results of bad customer service Article

3 Results of bad customer service

Here's a list of what providing bad customer service can do for your company

The benefits of proactive chat Article

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

Customer service terms everyone should know Article

Customer service terms everyone should know

To “translate” the language of the business, we’ve put together a glossary of customer service terms…

Fill the self-service gap Infographic

Fill the self-service gap

More often than not, customers would rather help themselves than reach out to a support agent.…

Why CX, Why Now? Article

Why CX, Why Now?

Transforming customer experience (CX) is more important than ever. But despite growing interest in the discipline,…

Why you must offer chat support Article

Why you must offer chat support

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane…

Zendesk and WeWork partner to help growing businesses create better customer relationships Article

Zendesk and WeWork partner to help growing businesses create better customer relationships

We’re excited to announce that today, Zendesk is partnering with WeWork on the launch of their…

Uncover the value of support: 3 ways to combat customer frustration Article

Uncover the value of support: 3 ways to combat customer frustration

If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know…

Forrester’s 2017 Customer Service Trends White Paper

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…

How messaging apps can benefit your business Article

How messaging apps can benefit your business

Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On…

Sh*t support agents say Article

Sh*t support agents say

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40…