Improve customer experience

Zendesk’s Tech for Good partners create crucial COVID-19 resources

Zendesk’s Tech for Good partners create crucial COVID-19 resources

These organizations are using Zendesk tools to connect people with the information, care, and services they need

The impact of COVID-19 on CX: Zendesk’s Benchmark Snapshot Article

The impact of COVID-19 on CX: Zendesk’s Benchmark Snapshot

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Ask Me Anything: Adapting for COVID-19 Article

Ask Me Anything: Adapting for COVID-19

During our most recent “Ask Me Anything” (AMA) discussion, leaders from the Zendesk Business Continuity Leadership Team shared how we adapted for the unprecedented coronavirus (COVID-19) pandemic and quickly mobilized our employees to work from home

Zendesk update: staying safe and working for you Article

Zendesk update: staying safe and working for you

Our top priorities are to keep our employees safe and to support the companies and customers that depend on Zendesk

Sell more

Top CRM benefits for sales and support teams Article

Top CRM benefits for sales and support teams

With automation and organization features, CRMs empower sales teams to work more efficiently and serve their customers more thoughtfully

What is the CRM process? Article

What is the CRM process?

The CRM tool itself is what provides the data and functionalities your team needs to execute this strategy—and ultimately turn leads into customers

Fast-track lead generation with Sell + Reach Article

Fast-track lead generation with Sell + Reach

Sales reps can spend hours scouring channels like LinkedIn for potential leads to add to their pipeline. Even then, there’s no guarantee they’ll find the right contact information for the leads they do generate

What is the sales pipeline and how do you track it? Article

What is the sales pipeline and how do you track it?

In this post, we’ll take a deeper look into what the sales pipeline is, along with how to track and manage it with a CRM

Guides, research, and more

Refitting retail service and support Guide

Refitting retail service and support

Customers expect fast, personal support from retailers. They want to connect with companies on their own…

Customer service trends in media and entertainment Article

Customer service trends in media and entertainment

Customer trust and loyalty is hard-won and easily lost. As media and entertainment companies continue to…

Why 44% of customers experience poor customer service when banking online Article

Why 44% of customers experience poor customer service when banking online

According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking…

Latest stories Page 12

How The Groomsman Suit offers tailored customer love, at scale Article

How The Groomsman Suit offers tailored customer love, at scale

The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up

The sales, marketing, & support alignment handbook Article

The sales, marketing, & support alignment handbook

It’s no secret that many businesses have fractured relationships between sales, marketing, and support departments. With…

Customer service standards: why they’re important Guide

Customer service standards: why they’re important

Why are customer service standards so important? In an age of rising customer expectations—a time when…

How we improved self-service for our customers Article

How we improved self-service for our customers

By improving our own customer service offerings, we aim to learn best practices we can pass along to our customers that enable them to do the same

Call center scripts: when and how to use them Article

Call center scripts: when and how to use them

Customer service reps are less engaged in their work when they use call center scripts that…

Improvements to Zendesk’s terms and policies Article

Improvements to Zendesk’s terms and policies

We are excited to announce new updates to our customer-facing terms and policies

How Hinge muted the gamification of dating Podcast

How Hinge muted the gamification of dating

Repeat Customer podcast, Season 2, Episode 5 When dating app Hinge shifted its platform to mobile…

Use these maps to find great apps Article

Use these maps to find great apps

A new month means new Zendesk integrations

Help desk vs service desk: what’s in a name? Article

Help desk vs service desk: what’s in a name?

Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs

Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations Article

Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations

Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.

How Shake Shack cooked up its cheeseburger experience Podcast

How Shake Shack cooked up its cheeseburger experience

Repeat Customer podcast, Season 2, Episode 4 Shake Shack‘s improbable rise from a hot-dog cart in…

Knowledge management maturity: Tips for leveling up Article

Knowledge management maturity: Tips for leveling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

Internal customer service: How to improve the employee experience Guide

Internal customer service: How to improve the employee experience

Here’s a not-at-all revolutionary idea: Customers should be treated with dignity, patience, and respect. Everyone knows…

Infographic

Help customers help themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the…

Aligning operational metrics with your customer service goals Article

Aligning operational metrics with your customer service goals

We identify three customer service goals that companies can measure and the operational metrics they need to do so

CCW special report: knowledge management White Paper

CCW special report: knowledge management

The level your organization performs at can often depend on how effective your knowledge management system…

Uncovering the TCO of CRM White Paper

Uncovering the TCO of CRM

When choosing a CRM, you must beware of dozens of potential hidden fees that can cost…

More than just a rep—the modern customer service job Article

More than just a rep—the modern customer service job

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Why support advocates should never fear the banana Article

Why support advocates should never fear the banana

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

Customer expectations: how to meet rising demands Guide

Customer expectations: how to meet rising demands

Customer expectations have never been higher: recent data indicates that 65% of customers expect service to…