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
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.
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.
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.
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 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.
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.
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.
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
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…
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…
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…
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
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.
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
High-quality customer experience (CX) drives mission success, and the government sector is no exception. When government…
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Latest stories Page 48
Article The key to great service? Saying “I don’t know”
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
Article Next stop: the integration station
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.
Article Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Article Keeping gamers in the game through customer service
Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Article How to set up support tiers
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
White Paper Gartner’s Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to…
Article Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Article 8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article Gartner predicts the future of CRM and customer experience
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…
Article Multiple products still need to add up to one great experience
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated
Article 6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Article Watch your language: how word choice can sabotage workplace collaboration
When most people approach a consultant, it goes a little like this: “We have a problem.…
Article How to hire the sales talent behind a $3.7 billion sales organization
At Forecast 2017, we sat down to chat with sales leader Dali Rajic, the man responsible for managing the team that transformed AppDynamics from a $100 million company to a $3.7 billion titan is just 4.5 years.
Article Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
Article Understanding bot abilities—and limitations
The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.
Article Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Article Scaling and sustaining your customer service organization
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…
Article Be a good neighbor, become a good business with CSR
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
Article Highlight your team’s performance with 7 customer support metrics
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
Article Tip of the Week: Auto-assigning Tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…