Execs need to be the kind of leaders people want to follow

December 5, 2017

Earlier on in my career, I was looking to join a company whose vision and executive leadership I believed in. I thought I’d found that.

Choose wisely: What to ask a potential vendor

November 21, 2017

The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful. We've created a short, interactive experience to help prioritize which questions are most important to ask

Why staffing can make or break your omnichannel strategy

November 20, 2017

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

SEO and customer service: The benefits of aligning efforts

November 16, 2017

Did you get here after googling a search term? Your customers find you this way, too. Here's how to be a customer service hero by leveraging SEO, or search engine optimization, to improve your ticket deflection rate and more.

Businesses are made up of people

November 16, 2017

Zendesk lesson #3: Businesses are made of people, and those people have relationships and ties to the communities they live in. I’ve been a part of Zendesk for five and a half years

Selling enterprise business software can be exciting. Really.

November 16, 2017

Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring. In March of this year, 28 Zendesk customers flew to snowy Ottawa, Canada, for our quarterly Service Leadership

Support beyond tickets

October 31, 2017

Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.

What it’s like on the front lines of support

October 25, 2017

Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.

Ibotta scales training hurdles with Zendesk and Lessonly

October 24, 2017

Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management

Reducing the stress of constant contact

October 23, 2017

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.

Agent feedback: putting the pieces together

October 11, 2017

When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

Shopify brings the customer journey full circle

October 10, 2017

While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company

Geckoboard conquers global support with data

October 9, 2017

Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005

Keep support knowledge fresh and useful

September 27, 2017

Knowledge is the product that your support team owns and builds every day

Sales and support: Collaborating to increase growth

September 26, 2017

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

Listening and leading by example

September 22, 2017

We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team

5 benefits of turning know-how into knowledge

September 20, 2017

To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out

Why chatbots won’t necessarily replace humans

September 11, 2017

Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.

The ROI of empowered agents

September 6, 2017

Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape

Sales and support: aligning to improve customer retention

August 31, 2017

Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition

Conduct an agent satisfaction survey

August 17, 2017

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

The science behind satisfaction prediction

August 9, 2017

We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers

Communication is key to great tech support

August 8, 2017

Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating

Be a better listener

August 7, 2017

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?