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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Three things to consider when offering self-service Article

Three things to consider when offering self-service

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness

The dynamic, long-term impact of self-service Article

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.

5 Customer experience trends for 2018 Article

5 Customer experience trends for 2018

Let's break down what businesses are doing going into 2018 to prioritize the customer experience

See your business goals through by offering live chat Article

See your business goals through by offering live chat

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

Holiday retail and the omnichannel customer experience Article

Holiday retail and the omnichannel customer experience

For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.

Hold the line—your new hold music has arrived Article

Hold the line—your new hold music has arrived

At long last, the winning track from our hold music contest is here. Perhaps you thought…

Text support: get it right the first time Article

Text support: get it right the first time

Including text support as part of your multichannel strategy is a great way to provide better…

5 must-haves in B2C customer support Article

5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.

Understanding bot abilities—and limitations Article

Understanding bot abilities—and limitations

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

Map a customer-centric omnichannel support strategy Article

Map a customer-centric omnichannel support strategy

The best omnichannel strategy lets your agents and customers move fluidly through channels

Reduce customer effort with great service Article

Reduce customer effort with great service

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

Providing a great customer experience during the holiday rush Article

Providing a great customer experience during the holiday rush

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help…

How Zendesk customers benefit from self-service Article

How Zendesk customers benefit from self-service

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…

Sales and support: Collaborating to increase growth Article

Sales and support: Collaborating to increase growth

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

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…

Prepare for the future with these 4 CX strategies Article

Prepare for the future with these 4 CX strategies

The technologies needed to create personalized experiences at scale will advance rapidly in the next five years

Chatbots for business: a new support standard Article

Chatbots for business: a new support standard

If you’re wondering what’s next in the evolution of customer service technology, look no further than…

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