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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In-context mobile support: A better experience for everyone Article

In-context mobile support: A better experience for everyone

There’s a popular rant by comedian Louis C.K. about our cultural impatience with slow Internet connections…

4 ways to improve your social customer service Article

4 ways to improve your social customer service

I doubt that Mark Zuckerberg thought much about disrupting customer service as he developed Facebook in…

TLDR: Zendesk adopting generous & equal parental leave benefits Article

TLDR: Zendesk adopting generous & equal parental leave benefits

As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one…

Don’t let the holiday season chat influx dampen your mood Article

Don’t let the holiday season chat influx dampen your mood

It’s normal to feel overwhelmed by the sudden increase in chat volume during the holidays, but…

Customer relationships are complicated. Relate can help. Article

Customer relationships are complicated. Relate can help.

Just like our relationships with friends, family, and colleagues, our customer relationships can get complicated. In…

Innovate your customer service with embedded support Article

Innovate your customer service with embedded support

Digital customers no longer accept being treated like transactions instead of people. Thus, the growing demand…

Where in the world is customer satisfaction the highest? Article

Where in the world is customer satisfaction the highest?

Across the globe, businesses are striving to improve customer satisfaction (CSAT) ratings. According to the most…

New ICMI report: uncovering the hidden profits in your contact center Article

New ICMI report: uncovering the hidden profits in your contact center

A new report from ICMI—sponsored by Zendesk—uncovered several opportunities for contact centers to provide more value…

ICYMI: How Le Tote gets personal with customer service Article

ICYMI: How Le Tote gets personal with customer service

In advance of our upcoming tweet chat, #ZendeskChat, with Get Chute (see details below), we wanted…

When it comes to online shopping, convenience drives conversion [infographic] Article

When it comes to online shopping, convenience drives conversion [infographic]

Did you know that 66% of customers will spend more with a company that they believe…

Changing channels: Live chat takes the lead in the latest Zendesk Benchmark report Article

Changing channels: Live chat takes the lead in the latest Zendesk Benchmark report

The headline gave it away, but before reading that, would you have guessed that live chat…

Welcome to the neighborhood: introducing the Zendesk Neighbor Foundation Article

Welcome to the neighborhood: introducing the Zendesk Neighbor Foundation

Today, we celebrate a major milestone in Zendesk’s history. We have the good fortune of announcing…

Sneak preview of new research: the contact center as profit center Article

Sneak preview of new research: the contact center as profit center

If you work in customer service, you “get it”—of course what you do benefits your business…

Meeting customer expectations… at scale Article

Meeting customer expectations… at scale

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note…

6 reasons to use live chat support software Article

6 reasons to use live chat support software

Nowadays, consumer expectations of customer service have reached new heights—providing support via phone and email has…

The secret to Amazon’s customer loyalty success Article

The secret to Amazon’s customer loyalty success

While customer loyalty may seem like a sure-win game, there are some potential drawbacks (unbelievable, we…

Why delighting customers doesn’t pay Article

Why delighting customers doesn’t pay

Rick Delisi, co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, came to…

The smart move: 3 reasons to use live chat Article

The smart move: 3 reasons to use live chat

Between crazy work hours and life, we find ourselves putting more items into our virtual shopping…

Readers’ choice: the customer service content top 10 Article

Readers’ choice: the customer service content top 10

As much as we like telling stories with words, sometimes numbers tell a good story too.…

There’s a chat for that [infographic] Article

There’s a chat for that [infographic]

Live chat is becoming increasingly important and profitable as a customer engagement platform. In fact, many…