Building the best customer experiences with Facebook and Zendesk Article

Building the best customer experiences with Facebook and Zendesk

Facebook selects Zendesk as its core CX partner to provide enhanced customer conversations across its messaging channels directly within Zendesk

Service

Report: CX Champions of North America Article

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.

Become a CX Champion—Best practices for you and your team Article

Become a CX Champion—Best practices for you and your team

ESG Research pinpoints where companies are elevating their CX game—and where they’re falling behind.

The impact of empowered support teams on small-business CX 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

Why you need sales process mapping to solve big-picture problems Article

Why you need sales process mapping to solve big-picture problems

Sales process mapping gives you a macro view of your sales strategy, so you can address and fix issues. Here’s how to use process mapping for your sales team.

10 sales performance metrics you should track every week, month, and quarter Article

10 sales performance metrics you should track every week, month, and quarter

You’re probably already tracking sales performance metrics...but are you getting good use of your data? Learn what metrics to track, and when.

The step-by-step guide to building an effective sales strategy Article

The step-by-step guide to building an effective sales strategy

Your sales team needs a step-by-step plan to make sales and increase revenue. Here's how to create a sales strategy that works.

3 ways Zendesk Sell + ActiveCampaign benefits sales teams Article

3 ways Zendesk Sell + ActiveCampaign benefits sales teams

96% of sales reps struggle with some stage of the sales cycle. For the majority of…

Culture

Holiday 2020: 3 trends for retailers this season Article

Holiday 2020: 3 trends for retailers this season

The most wonderful time of the year will look a bit different in 2020. The holidays…

We can navigate the future of work by looking back at our legacy of change Article

We can navigate the future of work by looking back at our legacy of change

“The future of work is often presented as a binary choice: a hunger game between organic…

Why the business of voting is everyone’s business Article

Why the business of voting is everyone’s business

Not so long ago, the general consensus was that you didn’t bring your personal politics into…

3 organizations on fostering long-term customer relationships Article

3 organizations on fostering long-term customer relationships

Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…

Guides, research, and more

Report: CX Champions of Asia Pacific Article

Report: CX Champions of Asia Pacific

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how CX Champions across the Asia Pacific region are driving CX success.

Report: CX Champions of Latin America Article

Report: CX Champions of Latin America

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Latin America are driving CX success.

A Three-Step Approach to Jump-Starting CX Transformation in Government

A Three-Step Approach to Jump-Starting CX Transformation in Government

High-quality customer experience (CX) drives mission success, and the government sector is no exception. When government…

Latest stories Page 44

The consequences of bad customer service Article

The consequences of bad customer service

Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.

How to elevate others at work Article

How to elevate others at work

We all know one or two people like this at work. They walk in and—shazam—the room…

Customer service world cup 2018 Article

Customer service world cup 2018

Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them

Machine translation—is it good enough for customer support? Article

Machine translation—is it good enough for customer support?

In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…

Take a customer-facing approach to your internal knowledge base Article

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.

Would you like a boxed water with that? Retailers reenvision the customer experience Article

Would you like a boxed water with that? Retailers reenvision the customer experience

Shopping used to mean spending hours in a crowded galleria that smelled faintly of churros and…

A customer experience definition Article

A customer experience definition

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…

How to create raving fans with legendary customer service Article

How to create raving fans with legendary customer service

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers

Introducing Repeat Customer: A podcast about delivering excellent CX Article

Introducing Repeat Customer: A podcast about delivering excellent CX

Repeat Customer is a new podcast from Zendesk devoted to going behind the scenes of brands…

Icebreaker alternatives for people who hate icebreakers Article

Icebreaker alternatives for people who hate icebreakers

“Today is all about getting to know each other, building relationships, and finding out even more…

5 key call center metrics to transform your contact center Article

5 key call center metrics to transform your contact center

These call center metrics tell the bigger story behind the numbers

Unexpected and exceptional customer experiences, moment by moment Article

Unexpected and exceptional customer experiences, moment by moment

Back in 2007, FreshBooks CEO Mike McDerment wrote a post on his company’s blog musing about…

Providing support on multiple channels in multiple languages Article

Providing support on multiple channels in multiple languages

Language doesn’t need to be a barrier in your efforts at going global

What is omnichannel customer service? Article

What is omnichannel customer service?

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website

Collaborate across your ecosystem with Side Conversations Article

Collaborate across your ecosystem with Side Conversations

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.

What to expect from Millennials as managers Article

What to expect from Millennials as managers

By 2025, 75 percent of the workforce will be Millennials. And they won’t be filling entry-level…

Staying GDPR compliant with Zendesk Article

Staying GDPR compliant with Zendesk

At Zendesk, we’ve been preparing for this day for a long time

Can Google save RCS?

Can Google save RCS?

Google is looking to incorporate RCS (Rich Communication Services) into its messaging strategy — but its messaging arms are all over the map.