Our Library

Here you'll find all our how-to guides, podcasts, interviews and detailed tutorials with industry practitioners and industry experts alike.

Scaling Support
Product feedback loop

How AI in customer service helps fast-growing companies scale

Scaling Support
AI customer service

How to outsource customer service as you scale

Scaling Support
CSAT Cover Art

How Loom reduced their contact rate

Video guide
Ed Deason Cover Art

How to do customer journey mapping with Ed Deason, Head of Customer service at Pret A Manger

Optimisation
AI customer service

22 ways to use AI ticket tags to optimise customer service

Community; CSAT
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Customer satisfaction: Understand, measure, and improve | Complete guide

Case study
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How award-winning retailer, Schuh, uses AI analytics to make sense of large volumes of VoC data in seconds

Latest podcast
Interview with Ben Gardner, VP of Customer Support at Drift

Proactive customer support through community building at Drift

Popular eBook
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Support-driven growth: 8 industry experts teach how to drive growth from the contact centre

All articles →

Actionable customer insight

What are actionable customer insights?

Customer service burnout

+6 ways to prevent customer service burnout when your agents are ready to progress

customer retention

How insights can solve the retention problem in D2C meal kit delivery companies

manual ticket analytics

How to manually analyze customer support tickets

AI buying guide

How to buy an AI platform for customer experience analytics

Zendesk insights

Zendesk support ticket tagging: Why NLP is so powerful

All podcasts →

Interview with Ben Gardner, VP of Customer Support at Drift

Interview with Ben Gardner, VP of Customer Support at Drift

Episode 53

Interview with Justin Rezende, Head of Support at Shopify Logistics

Interview with Justin Rezende, Head of Support at Shopify Logistics

Episode 52

Interview with Thibaut Martin, CX Expert, ex-Head of CX at Otrium

Interview with Thibaut Martin, CX Expert, ex-Head of CX at Otrium

Episode 51

All interviews →

An interview with Katie Stabler CCXP, Director of Customer Experience

An interview with Katie Stabler CCXP, Director of Customer Experience

An interview with Nicholas Zeisler CCXP, Founder of Zeisler Consulting

An interview with Nicholas Zeisler CCXP, Founder of Zeisler Consulting

An interview with Angela Guedes, Head of Customer Engagement at Typeform

An interview with Angela Guedes, Head of Customer Engagement at Typeform

An interview with Queen Joseph, Founder, Customer Success & Support Ops

An interview with Queen Joseph, Founder, Customer Success & Support Ops

Support Insights Articles →

How language improves customer service

How language improves customer service

How to create a customer-centric culture

How to create a customer-centric culture

Best practice for building a tagging taxonomy

Best practice for building a tagging taxonomy

All guides →

Actionable strategies and tactics for creating wonderful customer experiences

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