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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3 benefits of proactive engagement 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

How customer support and customer service work hand-in-hand 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.

How businesses can benefit from proactive messaging 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

Why AI will transform how customer service teams work 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.

5 types of difficult customers and how to help them 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…

How AI assistants close the gaps in customer service 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…

Support your support with self-service Article

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge…

5 ways that AI is already benefitting the customer experience 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…

The importance of customer service benchmarking Article

The importance of customer service benchmarking

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

Announcing the Zendesk and WhatsApp Integration Article

Announcing the Zendesk and WhatsApp Integration

We’re excited to announce the launch of our integration with WhatsApp Business Solution

When is it best to use chatbots vs. humans for customer service? 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.

New Zendesk research: how to go omnichannel 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

Agents need cross-channel communication Article

Agents need cross-channel communication

Here's why omnichannel support for agents and customers is a necessity

The consequences of bad customer service 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.

A customer experience definition Article

A customer experience definition

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers

What is omnichannel customer service? 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

Keep your knowledge base healthy with the newest innovations 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.

5 ways customer interactions can improve your business 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…

Building customer loyalty with great support 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