Improve customer experience

SMBs can do more with less during times of change Article

SMBs can do more with less during times of change

Few have felt the impacts of COVID-19 more than small businesses. But there are opportunities to build a CX response that punches above your weight.

How the Junkyard Golf Club scales customer support wisely Guide

How the Junkyard Golf Club scales customer support wisely

The UK's Junkyard Golf Club went from a cheeky pop-up to a growing business--to scale its customer support, the company enlisted the Zendesk Support Suite

5 of the best knowledge management examples Article

5 of the best knowledge management examples

Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop

The Groomsman Suit offers suits customers love–at scale Guide

The Groomsman Suit offers suits customers love–at scale

The Groomsman Suit had a classic SMB problem--how could it streamline and improve support as its business grew? The company turned to the Zendesk Support Suite

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

1-Stop Connections keeps ports functioning by embracing the customer experience Guide

1-Stop Connections keeps ports functioning by embracing the customer experience

For 1-Stop Connections, improving the customer experience for its customers in ports across the globe required adopting a new solution--Zendesk's Support Suite

Olala Homes scales its rental property business with Zendesk Support Suite Guide

Olala Homes scales its rental property business with Zendesk Support Suite

OIala Homes needed to elevate its customer support as its rental business grew--so the SMB turned to Zendesk Support Suite

Insights to Explore: A change management guide Guide

Insights to Explore: A change management guide

The role your data plays has probably evolved since your business has grown, which means it’s…

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How Sendcloud scaled smartly as it faced exponential growth Guide

How Sendcloud scaled smartly as it faced exponential growth

Sendcloud helps thousands of European SMBs optimize their online shops and connect to a host of international carriers. As Sendcloud's business grew, it turned to Zendesk Support Suite to improve agent efficiency and offer robust self-service options

The keys to excellent internal help desk management Article

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations around help desk response times.

Feed. provides proactive, customer-pleasing support with Zendesk Guide

Feed. provides proactive, customer-pleasing support with Zendesk

Feed. faced a problem common to SMBs: customer support tools that couldn't scale with growth. Learn how Zendesk helped Feed boost customer satisfaction

How to navigate the lasting impacts of COVID-19 on customer support Article

How to navigate the lasting impacts of COVID-19 on customer support

Forget what you think you know about customer support, for now. In just a few short…

Gartner: Improve employee experience to drive improvements in customer experience White Paper

Gartner: Improve employee experience to drive improvements in customer experience

Industry leaders need to recognize exactly what kind of impact employees are having on a customer’s experience, and take direct steps to ensure that the employee experience is up to par

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX Article

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

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

6 essential skills for successful change management Article

6 essential skills for successful change management

Managing change isn't just a normal part of business, it's a normal part of life. Here are 6 skills your team needs to navigate change successfully

Why a good employee experience is the backbone of good customer experience Guide

Why a good employee experience is the backbone of good customer experience

Delivering a great employee experience gives companies a leg up in executing excellent customer experiences, too.

Organizational change management: 8 proven models to help navigate change Article

Organizational change management: 8 proven models to help navigate change

Change is rarely easy. Help your team navigate change with a change management strategy

10 strategies for designing a thriving knowledge base Article

10 strategies for designing a thriving knowledge base

Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple

Ask Me Anything: Adapting for COVID-19 Article

Ask Me Anything: Adapting for COVID-19

Leaders from the Zendesk Business Continuity Leadership Team share how we adapted for the unprecedented 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

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

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

6 customer retention strategies used by businesses that built loyalty

6 customer retention strategies used by businesses that built loyalty

Fostering customer relationships that last through times of prosperity as well as uncertainty starts with incorporating a set of skills and strategies to reduce customer churn and build loyalty

How to write a call center resume (+5 free templates) Article

How to write a call center resume (+5 free templates)

With these resources, you’ll be set to create a polished, well-formatted resume that stands out from the competition

Inbound vs. outbound call centers: What’s the difference? Article

Inbound vs. outbound call centers: What’s the difference?

In this post, we’ll cover the key differences between each type of call center, along with the different types of inbound and outbound calls your team can make to reach customers

What is a customer data platform? Article

What is a customer data platform?

The difference between customer data platforms, CRMs, and data management platforms — there’s never been a better time to use customer data to help you grow

5 tips for effective change management communication Article

5 tips for effective change management communication

Learn how to communicate effectively and empathetically during times of organizational change

5 types of customer loyalty programs Article

5 types of customer loyalty programs

Loyalty programs, if executed well and with the customer at the center, can help you retain your existing customers and build brand loyalty

Call center etiquette tips for support agents Article

Call center etiquette tips for support agents

The following 10 call center etiquette tips will help you communicate in a way that makes customers feel truly cared for and represent your brand in a favorable light