Article Transitioning to a remote workforce
To ensure your customers continue to get the best possible experiences while safeguarding the well-being of your workers, we have assembled some of our own best practices for a remote work environment
Improve customer experience
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.
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
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
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
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
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
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
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
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
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
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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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
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.
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
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…
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
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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
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
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.
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
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
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
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
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
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
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
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
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
Article 5 tips for effective change management communication
Learn how to communicate effectively and empathetically during times of organizational change
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
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