Because newsletters can be fun

Sales and support: aligning to improve customer retention

August 31, 2017

Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition

Introducing Textback, born in our hackathon

August 29, 2017

Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.

Save the day with a churn survey

August 28, 2017

A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn

Pain points of live chat and how to solve them

August 25, 2017

With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.

Sales and support: acquiring customers

August 23, 2017

Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences

Mortgage Coach’s fast, easy support with Zendesk Chat

August 23, 2017

Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base and encourage more volume while maintaining its team of trainers and support advocates

Prepare for the future with these 4 CX strategies

August 21, 2017

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

6 Benchmarking best practices

August 18, 2017

Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices

Conduct an agent satisfaction survey

August 17, 2017

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

Introducing Answer Bot

August 15, 2017

A a new way for customers to find the answers they seek even faster – introducing Answer Bot.

Customize your CSAT surveys

August 14, 2017

The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost

The voice of the customer is key to your success

August 11, 2017

The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?

The importance of benchmarking customer service

August 10, 2017

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

The science behind satisfaction prediction

August 9, 2017

We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers

Communication is key to great tech support

August 8, 2017

Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating

Be a better listener

August 7, 2017

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Sharing customer feedback

August 3, 2017

Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.

Chatbots for business: a new support standard

August 3, 2017

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

How to get customer feedback: 3 methods

August 2, 2017

The first step towards understanding how to get customer feedback is to know the 3 different types

Scaling real-time communication

August 1, 2017

With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.

How Allbirds’ customer service is taking flight

July 28, 2017

Allbirds partnered with Zendesk for their customer service software when they first launched

3 of the best knowledge management examples

July 28, 2017

Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.

You get a new app, and you get a new app, and you…

July 27, 2017

That reference is still relevant, right?

Make self-service easy with the Web Widget

July 27, 2017

Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need

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