What ‘the customer is always right’ means in a digital-first world 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

How do customers really feel about conversational AI? 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…

Zendesk messaging: Customer service in a digital-first world 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.

Report: CX Champions of North America 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.

Faster, better, stronger—how smart uses of tech make all the difference in CX 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

7 secrets of sales leadership White Paper

7 secrets of sales leadership

Managing a sales team is never easy, but massive upheaval made the task harder than ever…

The motherlode of sales email templates Guide

The motherlode of sales email templates

Sales emails need eye-catching subject lines, engaging introductions, and customized messages that speak directly to the…

Close deals faster with sales process automation 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.

5 sales process templates for building out your pipeline Article

5 sales process templates for building out your pipeline

Tighten up your pipeline with custom stages and criteria requirements

Culture

Empowering organizations to empower women: How can we #ChooseToChallenge this IWD? 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.

The fight to end world hunger can begin with gratitude Article

The fight to end world hunger can begin with gratitude

Why Zendesk adopted food insecurity as an area of focus in 2021

Start using inclusive language with your team and customers 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…

Post-pandemic trends from a futurist: what consumers and employees want next 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

Customer service gets conversational White Paper

Customer service gets conversational

A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…

The ROI of CX transformation 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.

Gartner’s predictions for 2021: CRM customer service and support 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.

Latest stories Page 2

Here’s why customer service benchmarking is so important Article

Here’s why customer service benchmarking is so important

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

The hottest CX trends for retailers are anything but trendy Article

The hottest CX trends for retailers are anything but trendy

Amidst industry upheaval, a focus on the customer experience is a mainstay.

Scottish nonprofit teams up with Zendesk’s Tech for Good program to feed the hungry 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.

How to embrace new behaviors in 2021 Article

How to embrace new behaviors in 2021

2020 brought on a seismic shift in consumer trends, but many industries are adapting.

Stop for a CX moment— 4 industry leaders on thriving under adversity 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…

Digital natives are here to transform your CX 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.

What is Platform as a Service? PaaS examples, applications, and advice 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…

3 ways B2Cs can improve their CX by proactively supporting consumers throughout their journey 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…

Report: Over the Top (OTT) Support 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.

How to authentically embody corporate social responsibility Article

How to authentically embody corporate social responsibility

The concept of corporate social responsibility (CSR) originated with companies having to clean up after their…

All new Suite, radically simple 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

How to provide great social media customer service on Instagram Guide

How to provide great social media customer service on Instagram

Download the guide for tips on connecting with customers on Instagram.

How knowledge centered service benefits customer support teams 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

New year, new books. Here’s how introverts can get an edge on networking 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…

How to introduce support reps to your CX strategy 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…

A customer service guide to conflict resolution 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.

Hone your storytelling skills for effective leadership 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.

16 customer service tips for 2021 and beyond, backed by customer service Champions Article

16 customer service tips for 2021 and beyond, backed by customer service Champions

Customer service tips for customer service Champions.

Deliver better ecommerce customer experiences with Zendesk and Shopify Article

Deliver better ecommerce customer experiences with Zendesk and Shopify

Give your agents instant access to customers' details and order information—all inside Zendesk.

How nonprofit Raheem champions social justice by enabling an easy and safe way to report police violence 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.