Article That’s a wrap: A look back at Zendesk Relate 2022
We loved seeing you at Zendesk Relate 2022. Here are a few highlights—and a peek into what you can still explore online.
Editor’s picks
Service
Article Welcome to the CX community: A 5-step guide for new members
Our Head of Community lays out a map of Slack groups, Twitter channels, blogs, and everything else you want to join from the get-go.
Article What is customer satisfaction score? (+ how to measure CSAT)
Customer satisfaction score is one of the most-used metrics for measuring customer loyalty. Here’s how CSAT can help you meet consumer expectations and elevate your business.
Article A new era of conversational CRM connects customer conversations across your business
Conversational CRM is a powerful way to create an open, ongoing dialogue between your business and your customers. Learn more about the product announcements from Zendesk Relate 2022.
Article The new face of user groups—and 3 reasons to consider joining
User groups offer an excellent way to build your professional profile, grow your network, and further develop your leadership skills. Learn more about new user groups launching at Zendesk.
Sales
Article How to set and reach sales quotas (with examples)
A sales quota is a sales target, or goal, that helps sales orgs make a greater impact and improve rep morale.
Article How to create effective sales collateral (examples + tips)
Here’s how to create eye-catching sales collateral and when to use it for maximum effect on your sales pipeline.
Article Suggestive selling definition and techniques (2022 sales guide)
Suggestive selling is a sales tactic where reps recommend additional products or services that will be helpful to prospects. Here’s how to do it successfully.
Article Value selling framework & methodology for 2022
Value selling puts the needs of the customer first. Try this sales technique to increase your chances of success.
Culture
Article Bringing the vineyard home: A CX Moment with Wine.com
Zendesk chatted with Wine.com’s Director of Brand Marketing, Addie Wallace, about how Wine.com adds a human touch to purchasing wine online.
Article The business imperative of supporting your people
HR teams have a pivotal role to play as companies navigate profound changes to their workplaces and workforces. But 1 in 4 say they don’t have the tools they need to succeed.
Article Internal customer service: Definition, tips, and examples
Internal customer service can help improve the employee experience at a time when workers are increasingly dissatisfied at work. Here are a few tips.
Article We’re placing some bets on the future of customer experience
Join us at Relate to hear our five big bets on what the customer experience will look like by 2030.
Guides, research, and more
White Paper 3 ways to deepen trust and build relationships through personalization
Learn how to get personal with comprehensive customer information and build trust across any and every channel.
Guide How to use Zendesk for IT
Find out how IT leaders use Zendesk tools to provide IT service consistently, securely, and at scale.
Guide Your how-to guide to growing with the Zendesk Suite
In this ebook, you'll find best practices and actionable tips for small-but-mighty teams and complex organizations.
Browse by topic
Want to take a deeper dive? We’ve got you covered.
Latest stories Page 65
Article Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
Article What are customer service objectives? 4 industry experts weigh in
We asked customer experience experts to provide examples of important customer service objectives.
Article How to create a great customer experience with chat support
Customer service chat software can help you deliver a better customer experience
Article Improve customer rapport by mirroring
Agents can work to build customer rapport by adjusting to a customer's emotional state or way of communicating.
Article How successful sales reps start their day
What distinguishes the best salespeople from everyone else? Part of it has to do with how they kick off their day.
Article 6 customer service KPIs every support team should track
Use these KPIs to track your customer service team's performance and identify areas where you can improve.
Article The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
Article Stop exercising and start moving
I’m moving house in T-minus 10 days. So, yesterday, after assembling 35 cardboard boxes, dismantling two…
Article Slack kills at onboarding customers: Here’s how
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
Article Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future
Article We’re not all leaders, but we all can practice emergent leadership
When you walk into a room, there’s no easy way to know who has the best…
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.
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.
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…
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
Google Messaging Services Get a Boost with RCS
RCS, or Rich Communication Services, is the next generation of text messaging standard — a decade in the making, the story is a bit complicated
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.
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
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…
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.