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…

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The importance of customer experience White Paper

The importance of customer experience

In their 2019 global customer experience (CX) benchmark report, Dimension Data assert that 9/10 executives recognize…

Uncovering the hidden costs of CRMs Article

Uncovering the hidden costs of CRMs

You’ve done it – you’ve searched through the thousands of sales solutions on the market today…

Customer service tips for better support Guide

Customer service tips for better support

Whether you’re running a small business or a global corporation, providing good customer service can mean…

The Repeat Customer podcast is back! Article

The Repeat Customer podcast is back!

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Customer experience management: why it matters Guide

Customer experience management: why it matters

The customer experience (CX), in broad terms, means every interaction a customer has with a company…

The integration party never stops Article

The integration party never stops

We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools Article

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

Omnichannel analytics: what the metrics can show you Article

Omnichannel analytics: what the metrics can show you

An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness

7 ways to improve your agent capacity Article

7 ways to improve your agent capacity

If your agents are constantly switching between channels and unable to communicate and collaborate in real…

How to make your workflow flow Article

How to make your workflow flow

As your support teams grow, here are some tips on how to optimize operations at scale

What is a support ticket? White Paper

What is a support ticket?

Customer support can often be overlooked as an essential part of an organization. People tend to…

How to collaborate across teams to scale customer support Article

How to collaborate across teams to scale customer support

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

These consumer contradictions mean AI opportunities in CX Article

These consumer contradictions mean AI opportunities in CX

Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.

How to keep that personal touch as your company grows Article

How to keep that personal touch as your company grows

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

The path to a better customer service workflow Article

The path to a better customer service workflow

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

Integration anticipation Article

Integration anticipation

I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for

The 3 keys to silo-free, scalable self-service Article

The 3 keys to silo-free, scalable self-service

Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.

Do you need a customer service BPO? Article

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

How to know when it’s time for omnichannel customer service Article

How to know when it’s time for omnichannel customer service

If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for

Good proactive engagement factors in privacy concerns Article

Good proactive engagement factors in privacy concerns

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.