Teams | Collaboration | Customer Service | Project Management

Guide: Improving Customer Success KPIs with Your Support Data

Most Customer Success teams track the right KPIs but still miss what’s actually driving them. Retention, expansion, and churn don’t happen in dashboards. They happen in the day-to-day interactions customers have with your product or service and your team. If you want to improve your Customer Success KPIs, you need to understand the signals behind them, especially the ones hiding in your support data.

Embedded mode for Web Widget: Place messaging anywhere on your site | What's New

Embed the Zendesk Web Widget directly into your website layout. Embedded mode lets you place the full messaging experience—or individual components like the conversation list or chat screen—inside custom containers on any page. Create a seamless, branded support experience that fits your site’s structure, while retaining the full functionality and customization of the Web Widget. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Knowledge builder: Automatically create a ready-to-use knowledge base | What's New

Turn your historical tickets into a ready-to-use knowledge base automatically. Knowledge builder analyzes past conversations and your key business context to generate structured content you can publish and refine. Launch faster with relevant knowledge grounded in real customer interactions. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

When Service Platforms Don't Fail - They Drift

Most service platforms don’t fail in dramatic ways. There’s no system outage. No catastrophic SLA breach. No obvious breaking point that forces an emergency decision. Instead, something quieter happens. Requests take a little longer to resolve than they used to. Teams spend more time coordinating work. Escalations feel more frequent, even when ticket volume hasn’t changed. Dashboards still look green — but the work behind them feels heavier.