Article What ‘the customer is always right’ means in a digital-first world
This customer service philosophy is more relevant than ever, but it doesn't mean what you might think.
Service
Article How do customers really feel about conversational AI?
Automation got a bad reputation pretty quickly in the customer service world. Since the 1980s, customers…
Article Zendesk messaging: Customer service in a digital-first world
Zendesk messaging empowers businesses to deliver rich conversational experiences that are connected across web, mobile and social messaging apps.
White Paper Report: CX Champions of North America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how leaders in the United States and Canada are driving CX success.
Article Faster, better, stronger—how smart uses of tech make all the difference in CX
Leading CX orgs are customer-centric to the hilt, using technology in smart ways to support agile processes.
Sales
White Paper 7 secrets of sales leadership
Managing a sales team is never easy, but massive upheaval made the task harder than ever…
Guide The motherlode of sales email templates
Sales emails need eye-catching subject lines, engaging introductions, and customized messages that speak directly to the…
Article Close deals faster with sales process automation
Learn how sales process automation helps teams be 52% more productive, convert 47% more leads, and generate 45% more referrals.
Article 5 sales process templates for building out your pipeline
Tighten up your pipeline with custom stages and criteria requirements
Culture
Article Empowering organizations to empower women: How can we #ChooseToChallenge this IWD?
For International Women’s Day on March 8th, the theme is #ChooseToChallenge, prompting both men and women around the world to call out gender bias and inequality when they see it.
Article The fight to end world hunger can begin with gratitude
Why Zendesk adopted food insecurity as an area of focus in 2021
Article Start using inclusive language with your team and customers
A contentious election, protests, and the storming of the U.S. Capitol captured the world’s attention in…
Article Post-pandemic trends from a futurist: what consumers and employees want next
We’ve heard it a thousand times: “the pandemic is unprecedented.” And it’s true—COVID-19 has changed the…
Guides, research, and more
White Paper Customer service gets conversational
A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…
White Paper The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.
White Paper Gartner’s predictions for 2021: CRM customer service and support
As your approach to customer service matures, the complexity of your customers’ issues increases.
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Latest stories Page 2
Article Here’s why customer service benchmarking is so important
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
Article The hottest CX trends for retailers are anything but trendy
Amidst industry upheaval, a focus on the customer experience is a mainstay.
Article Scottish nonprofit teams up with Zendesk’s Tech for Good program to feed the hungry
Edinburgh’s Empty Kitchens, Full Hearts turns food waste into hot meals for citizens in need.
Article How to embrace new behaviors in 2021
2020 brought on a seismic shift in consumer trends, but many industries are adapting.
Article Stop for a CX moment— 4 industry leaders on thriving under adversity
As the world adjusts to the “new reality” of the pandemic, industry leaders look back on…
Article Digital natives are here to transform your CX
Regardless of whether or not companies were ready, the pandemic accelerated the digital technology adoption timeline from five years to three months.
Article What is Platform as a Service? PaaS examples, applications, and advice
In 2020, the office went virtual. Meetings moved from boardrooms to Zooms, watercooler conversations became Slack…
Article 3 ways B2Cs can improve their CX by proactively supporting consumers throughout their journey
The world has changed, and so have consumer expectations. Consumers want products, services, and solutions fast…
White Paper Report: Over the Top (OTT) Support
Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.
Article How to authentically embody corporate social responsibility
The concept of corporate social responsibility (CSR) originated with companies having to clean up after their…
Article All new Suite, radically simple
Zendesk has evolved how we design, develop, and deploy our customer service solutions. The new Suite offers powerful communication tools in one radically simple solution that's easy to buy, set up, deploy, and use
Guide How to provide great social media customer service on Instagram
Download the guide for tips on connecting with customers on Instagram.
Article How knowledge centered service benefits customer support teams
What is knowledge centered support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger
Article New year, new books. Here’s how introverts can get an edge on networking
The Introvert’s Edge to Networking, published January 2021, is not—as some of us might wish—a book…
Guide How to introduce support reps to your CX strategy
When shifting your CX strategy, your support representatives are an important resource. They know your product…
Article A customer service guide to conflict resolution
Resolving customer conflicts doesn't have to be unpleasant. Adopt FBI-level conflict resolution techniques to improve your customer experience.
Article Hone your storytelling skills for effective leadership
Storytelling is an art and skill that only a handful of leaders wield effectively. Like so many so-called “soft skills” that have long been undervalued, storytelling is rarely taught as part of a career curriculum.
Article 16 customer service tips for 2021 and beyond, backed by customer service Champions
Customer service tips for customer service Champions.
Article Deliver better ecommerce customer experiences with Zendesk and Shopify
Give your agents instant access to customers' details and order information—all inside Zendesk.
Article How nonprofit Raheem champions social justice by enabling an easy and safe way to report police violence
Headquartered in Oakland, Calif. and taking reports from across the country, Raheem provides a digital space where anyone can create a publicly accessible record of police violence.