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 47

See your business goals through by offering live chat Article

See your business goals through by offering live chat

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

Hold the line—your new hold music has arrived Article

Hold the line—your new hold music has arrived

There are plenty of places to get high-quality on hold music for cheap—or even free.

Will you show up with your emotions, or send an emoji instead? Article

Will you show up with your emotions, or send an emoji instead?

If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…

The four C’s of cherry-picking Article

The four C’s of cherry-picking

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

Rich Communication Services (RCS), a history

Rich Communication Services (RCS), a history

RCS, or Rich Communication Services, is the next generation of text messaging standard — a decade in the making, the story is a bit complicated

How an omnichannel customer experience contact center works Article

How an omnichannel customer experience contact center works

An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.

Knowledge management cultivates high-performing teams Article

Knowledge management cultivates high-performing teams

The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource

Emojis at work: the good, the bad, and the legally binding Article

Emojis at work: the good, the bad, and the legally binding

Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…

Time to build a support operations team Article

Time to build a support operations team

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

Your smartphone is making you stupid Article

Your smartphone is making you stupid

Among the many life lessons my partner and I learned as we purchased and moved into…

Say it with an emoji. Yes, even at work. Article

Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

Happier agents go with the flow Article

Happier agents go with the flow

Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.

The unexpected customer service hero—we all have one Article

The unexpected customer service hero—we all have one

Once upon a time, when I was in a painful and difficult marriage, the city was…

5 must-haves in B2C customer support Article

5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.

The Multi-Channel Customer Care Report Article

The Multi-Channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.…

Everyone is an SME in the self-service economy Article

Everyone is an SME in the self-service economy

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

4 Crucial Trends for the 2018 Holiday Retail Season Article

4 Crucial Trends for the 2018 Holiday Retail Season

As retailers review lessons learned from previous holidays seasons, one issue is perennial: customer requests for…

Building real relationships through technology Article

Building real relationships through technology

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

Feedback is a gift—take it and optimize Article

Feedback is a gift—take it and optimize

If you want to provide optimal support, you need to focus on your agents and what they need

Your mother was right, you are who your friends are Article

Your mother was right, you are who your friends are

You have needs, I have needs, we all have needs—one of which, according to Maslow’s Hierarchy…