When the benefits of switching software outweigh the costs

May 17, 2017

Switching to a new software solution can be a great idea, but the long-term costs of implementing new software may not be so obvious

Four examples of good customer service

April 26, 2017

What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?

Omnichannel customer service: what people really want

April 12, 2017

Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel

Multi-channel support expectations are growing

March 1, 2017

Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing

How efficient customer service affects your bottom line

February 15, 2017

Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use

Will You Make 2017 the Year of the Conscious Consumer?

February 6, 2017

As the marketplace expands, Conscious Consumers will only continue to grow in audience size, influence, and purchasing power, relative to the pool of all consumers. It’s not a fad or a trend or an ambitious new exercise regime—Conscious Consumerism is a way of thinking that’s here to stay

Gartner predicts 2017: The future of artificial intelligence demystified

December 22, 2016

It’s not a new topic of contention, but artificial intelligence (AI) is more relevant than ever. More and more businesses are using AI to provide better services to customers, similar to Apple’s Siri

Turn customer analytics into action

December 7, 2016

According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences

Fend off “digital disrupters” with customer empathy

November 9, 2016

A little bit of empathy can go a long way, especially in CRM processes. In fact, an August 2016 report published by Gartner indicates that, “Through 2020, businesses that deploy CRM technology in such a way that it reflects

HR Tech week recap: Why we need to shift the HR mindset

October 11, 2016

The focus at HR Technology’s annual conference and expo, held last week in Chicago, focused on human-centered design, a framework that solves problems by involving the human perspective. HR Tech is the world’s largest

Future-proof your company by focusing on the customer experience

September 19, 2016

A carefully considered customer experience is no longer the sole responsibility of support agents. Instead, the customer experience has evolved into a crucial part of any company’s

Happy agents provide the best customer experiences

September 8, 2016

When a customer reaches out to an agent for support, it’s probably because they were unable to solve the problem on their own. This might sound distressing, and it might well be a sign that your self-service needs some attention. On the other hand, any time that agents interact

How Trustpilot uses Zendesk Support to be the most trusted online review community on the market

August 2, 2016

In a recent report, Nucleus Research highlighted Trustpilot’s annual benefit of over $428,000—an ROI of 1272 percent. That’s their investment paid back in a single month. What’s more

5 customer engagement technologies for IT leaders to consider through 2020

July 11, 2016

For IT leaders, there’s opportunity to play an exciting and large role in helping move company-wide customer service initiatives forward, and to help elevate customer service from

When employees are happy, business booms

June 7, 2016

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but internal relationship-management is just one part of the job. HR teams have become a strategic business partner, attacking one of the most pressing corporate priorities

Ask the analysts: Gartner’s take on the customer service technology landscape

June 6, 2016

As we approach the midpoint of the year (how did that happen so fast?), it’s a good time to look back on 2016 so far and to take stock. Two recent

Report: Predicting customer satisfaction is the future of great customer service

April 1, 2016

Most companies measure customer satisfaction, and while it’s a very important metric, it looks backward at events that have already happened (“How would you rate the customer service you received?”). But what if you could predict in the moment

Second year running: Forrester names Zendesk a ‘Strong Performer’

January 20, 2016

At Zendesk, we believe that customer service is integral to the overall success of your business. We’ve long beat the drum about providing customers with a beautifully simple and friction-free

Gartner Predicts 2016: Peering into the future of customer service

January 6, 2016

Anyone get that crystal ball they wanted for Christmas? Anyone? Me neither. Fortunately for those of us who still can’t see into the future, the CRM analysts at Gartner have put together

Provide innovative customer support on any channel

December 29, 2015

Customers have different preferences about how they receive and access customer support—whether that means talking over the phone, messaging an agent on an app, chatting online, or sending

Changing channels: Live chat takes the lead in the latest Zendesk Benchmark report

May 20, 2015

The headline gave it away, but before reading that, would you have guessed that live chat is the customer service channel with the highest customer satisfaction rate? That’s just one of many goodies in the latest

Facing forward: the future of customer engagement

May 1, 2015

When starting Zendesk in Copenhagen eight years ago, our founders turned their backs on old, difficult-to-implement, and expensive legacy systems. Then—as today—they firmly believed that modern customer service leaders must

To customer service, and beyond!

April 13, 2015

Curious about what’s ahead in the ever-evolving world of customer service? In the recent Forrester report, Trends 2015: The Future of Customer Service, Kate Leggett outlines

Who’s winning the game of customer satisfaction?

February 4, 2015

When customer satisfaction is on the rise, everyone wins. Unfortunately, the Q4 Zendesk Benchmark showed a dip in global satisfaction for the last quarter of 2014. The good news is