The role of customer service during an economic downturn
Article | 4 min read

The role of customer service during an economic downturn

Preparing for change is an always-on job. Focus on where you can see the highest return on your service investments and enable tools and features that result in both cost and time savings.

Service

Manage costs, support growth, and drive retention during an economic slowdown

Manage costs, support growth, and drive retention during an economic slowdown

A guide for CX leaders to adapt your customer service when facing uncertainty.

Here’s how customer service teams are actually using AI
Article | 5 min read

Here’s how customer service teams are actually using AI

It’s not sentient chatbots replacing the workforce. It’s about making people's jobs easier and creating better customer experiences.

Zendesk AI: Superpowers for customer service teams
Guide | 1 min read

Zendesk AI: Superpowers for customer service teams

At a time of sky-high customer expectations, staffing shortages, and economic uncertainty, AI helps customer service teams scale—and stay nimble.

Retain your customer base through a recession
Article | 4 min read

Retain your customer base through a recession

During an economic slowdown, there are steps you can take to maintain, and even grow, your existing customer base. Deepen customer relationships by delivering seamless, personalized CX on all channels.

Sales

Sales negotiation skills and strategies to win more deals
Article | 12 min read

Sales negotiation skills and strategies to win more deals

Sales negotiations can be delicate. Learn how to set your sales team up for success with key strategies and training.

50 sales-probing questions to better understand your prospects
Article | 11 min read

50 sales-probing questions to better understand your prospects

Sales-probing questions help you better understand your prospect’s needs and wants. Here are questions you can use in your next call.

Sales performance management 101: Definition and strategies
Article | 10 min read

Sales performance management 101: Definition and strategies

A sales performance management process enables you to analyze and actualize your business’s progress and move you toward success.

What is outbound sales? Guide to best practices and strategies
Article | 10 min read

What is outbound sales? Guide to best practices and strategies

Explore the benefits of outbound sales and learn how you can implement winning outbound strategies for your team.

Culture

How servant leadership leads to great customer service
Article | 5 min read

How servant leadership leads to great customer service

As we approach Veterans Day, a member of Zendesk’s veteran employee community shares how servant leadership is directly related to customer service.

Work it: A CX Moment with Upwork
Article | 5 min read

Work it: A CX Moment with Upwork

Zendesk chatted with Upwork’s Vice President of Customer Support, Brent Pliskow, about the evolving workplace landscape and the growing need for freelancers.

World Humanitarian Day: It takes a village
Article | 5 min read

World Humanitarian Day: It takes a village

Learn more about our partner organizations that are supporting humanitarian aid workers all over the world, and—most importantly—how you can help.

Pride month ends, the action continues
Article | 6 min read

Pride month ends, the action continues

Zendesk celebrated Pride 2022 under the theme of Love Sparks Action. Here's how we will continue to support LGBTQIA+ rights and champion diversity, equity, and inclusion for all.

Guides, research, and more

5 things you can do now to create better retail CX

5 things you can do now to create better retail CX

After a holiday season that was challenged by excess inventory, supply chain issues, and staffing shortages, retailers are taking stock of last year’s sales—and looking for ways to improve the outlook for 2023.

The age of Conversational CRM is here

The age of Conversational CRM is here

The entire relationship lives in the conversation. Meet the new channels, technologies, and methods of staying on top of the customer relationship.

Zendesk for Software + Cloud Services
Guide | 1 min read

Zendesk for Software + Cloud Services

Transform your CX and accelerate customer retention using our free guide.

Latest stories Page 2

A preview of Advanced Encryption in Zendesk
Article | 2 min read

A preview of Advanced Encryption in Zendesk

Learn more about Zendesk’s Advanced Encryption and, if eligible, how to sign up for our early access program.

Why CX Champions must continue raising the bar on excellent customer service
Article | 4 min read

Why CX Champions must continue raising the bar on excellent customer service

You’ve built a powerful support organization, a feat worth celebrating. But now what? Learn what other CX Champions are doing to continue providing innovative service.

Rising to the top—these CX leaders are up for solving complex service challenges
Article | 4 min read

Rising to the top—these CX leaders are up for solving complex service challenges

Trying to find the right balance between human agents and AI? Customer data split across systems and apps? Struggling to hire and retain support talent? You may be a CX Riser.

Why P&C insurance companies need to invest in claims customer service now
Article | 4 min read

Why P&C insurance companies need to invest in claims customer service now

Learn how three insurance companies saw success with a holistic CX strategy with Zendesk.

Emerging into CX leadership—steps to take now to avoid costly fixes down the road
Article | 4 min read

Emerging into CX leadership—steps to take now to avoid costly fixes down the road

Still figuring out how and where to use AI in support? Struggling to turn customer data into meaningful change? Are agent training programs less than ideal? You may be a CX Emerger.

Early on the path to CX success? Here’s why the up-front investment is worth it
Article | 5 min read

Early on the path to CX success? Here’s why the up-front investment is worth it

Customer service agents overwhelmed? No visibility into real-time data? Weak personalized service? You may be a CX Starter.

A treat for your team: New integrations
Article | 7 min read

A treat for your team: New integrations

Nothing sweeter than new Zendesk app integrations. Learn all about how these integrations can help out your sales and support teams.

How to scale a multilingual support team with AI
Article | 6 min read

How to scale a multilingual support team with AI

Discover how multilingual automation drives more personalized customer experiences and helps businesses scale efficiently.

Shopify x Zendesk: Perfectly paired to help retailers connect with customers
Article | 3 min read

Shopify x Zendesk: Perfectly paired to help retailers connect with customers

See why this powerful partnership means big things for small “e-tailers.”

How top fintechs like Stash, Ramp, and Zip make bank with exceptional CX
Article | 6 min read

How top fintechs like Stash, Ramp, and Zip make bank with exceptional CX

Discover how top fintechs are transforming customer service from expense into profit.

What is customer connection? 16 ways to connect with customers
Article | 12 min read

What is customer connection? 16 ways to connect with customers

Customer connection helps you build a strong relationship with your buyers. Learn how to connect with your audience on a personal level and create brand loyalty.

The Fourth Industrial Revolution: How automation and AI will impact manufacturing
Article | 4 min read

The Fourth Industrial Revolution: How automation and AI will impact manufacturing

A digital revolution in manufacturing is underway. For manufacturers that embrace these new technologies, the opportunities are vast.

What every SMB retailer should put on their wish list
Article | 6 min read

What every SMB retailer should put on their wish list

In the small-business retail ecosystem, a great customer experience is the gift that keeps on giving.

5 ways omnichannel routing helps you manage operations effectively
Article | 5 min read

5 ways omnichannel routing helps you manage operations effectively

Learn more about routing and live reporting solutions available within the Agent Workspace and five ways these solutions can help you manage your operations more effectively.

Customer service agents finally get the recognition they deserve
Article | 3 min read

Customer service agents finally get the recognition they deserve

It’s been another year of high stress and raised customer expectations. That’s why this Customer Service Week is a great time to give your support teams a high five for a job well done.

Increasing net retention requires an innovative approach to CX
Article | 9 min read

Increasing net retention requires an innovative approach to CX

See how leading software and cloud services companies are making a name for themselves by leaning into customer experience as a differentiator.

How software and cloud services companies can scale CX with self-service and intelligent triage
Article | 2 min read

How software and cloud services companies can scale CX with self-service and intelligent triage

See how top performers in the software and cloud services industry are using self-service and intelligent routing to scale their CX without sacrificing profitability.

Cybersecurity best practices to empower your team
Article | 3 min read

Cybersecurity best practices to empower your team

October is Cybersecurity Awareness Month, so we're sharing tips on how companies and their employees can work together to protect what matters.

Finserv, disrupted: A CX Moment with Neo Financial
Article | 6 min read

Finserv, disrupted: A CX Moment with Neo Financial

Zendesk sat down with Neo Financial’s Head of Experience, Shannon Burch, to learn how she’s scaling her CX operation while creating emotional connections—and building trust—with customers.

Fall for these new integrations
Article | 7 min read

Fall for these new integrations

Fall is here...along with new Zendesk app integrations. Learn all about how these integrations can help out your sales and support teams.