Article The Museum of Annoying Experiences
What if Zendesk, the champions of customer service, changed the world?
Service
Article A complete guide to personalization in 2021
Customers often want personalized experiences but hesitate to share too many details. Here’s how to navigate conflicting interests and deliver personalization.
Article Millennials vs. Gen Z: How their customer service expectations compare
Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.
Article How to handle the most common customer complaints
How would you deal with a customer complaint? Play your cards right, and today's upset customers may become your most loyal customers tomorrow.
Article The impact of empowered support teams on small-business CX
Learn how to set support agents up for success, giving them the tools to drive your business forward.
Sales
Article 75 motivational sales quotes to pump you up
Whether you're in need of encouragement to meet your sales goals or comforting words after losing a deal, these inspirational quotes will reignite your fire.
Article Lead generation: What it is and how to master it
Figuring out how to generate leads is almost as hard as converting them. Use this comprehensive guide to lead generation to pack your sales pipeline with quality prospects.
Article Upselling and cross-selling: Understanding the concepts and building a strategy
“Do you want to make that a meal?” It’s the most common offer at a drive-through…
White Paper 7 secrets of sales leadership
Managing a sales team is never easy, but massive upheaval made the task harder than ever…
Culture
Article In the quest for a healthier planet, ecosystem restoration offers hope
Climate change is one of four focus areas for Zendesk social impact programming in 2021. This Earth Day, we’re sharing our climate commitments.
Article A guide to building a customer-centric organizational culture
Your company’s organizational culture is its identity. Learn how to build a culture that’s all about your customers.
Article How “The Great Compression” can lead to better retail CX
Retail’s digital tipping point is a blessing in disguise
Article Working remotely: Pros, cons, and secrets to success
Remote work is the new normal. Here are the benefits and challenges for companies and employees transitioning to working remotely—and how to make the most of it.
Guides, research, and more
Guide The digital tipping point: How SMBs can accelerate CX success in 2021
Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.
Guide The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021
Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.
White Paper Customer service gets conversational
A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…
Browse The Library
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Latest stories Page 32
Infographic 4 steps to optimize your customer service technology
Implementing your technology solution is a major milestone—and just the first step in a journey. As…
Article How to improve agent productivity for a better CX
As your business grows, the complexity of providing customer service grows as well. You have more…
Article Embarking on a digital transformation? Here’s how to bring your employees along
If there is one principle humans perpetually struggle with, it’s that we don’t operate in a…
White Paper Why inbound call centers are more relevant than ever
A customer in a deli pops their debit card into the machine for the fifth time.…
White Paper What is an issue tracker?
Software development is complicated—even the most highly skilled software engineers in the world write code that…
Article Digital transformation: hard, expensive, and worth it
“I love the term digital transformation,” said Lisa Nicholas, CEO of Digital Banking Services, wryly. “It’s…
Article Sometimes it’s not what you say… but how you punctuate
Is there a punctuation mark that you overuse? Chances are good there is, whether or not…
Article People, planet, profit: Peak Design’s Green Deal
Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…
Infographic Meet your customers anywhere. Go omnichannel.
Customers expect to be served on their preferred channel, whether it be via phone, email, chat,…
Article The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
Article 3 questions to ask when choosing the right BPO for your brand
When a company chooses a partner, the who and how are crucial. This is particularly true…
Article 5 types of customers and what they need
As a customer support agent, you will interact with a variety of people, each with their…
Article The cure for support stagnation? A new integration
We’re closing out July with some great new integrations
Article Improve omnichannel support with modern call center software
Phone support has long been the anchor of the customer contact center, evolving from the legacy…
Article Guide to email marketing
Do you know what email marketing really is? Check out our guide to learn more about email marketing, best practices, and important metrics.
Article Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with…
Guide How help desk software solves support problems
When we say “customer expectations,” the word that comes to mind is “rising.” Or it should…
Guide How to choose the best live chat software
Providing on-demand customer support has become the new norm. With 49% of customers viewing quick resolution…
Article Beyond “buy 10 get one free”: What is customer loyalty?
What exactly does real customer loyalty look like? We asked CX practitioners and experts for their best tips for building customer loyalty
Article How to change the way you deal with change
Editor’s note: So much great business advice, so little time to read. That’s why each month…