Be a good neighbor, become a good business with CSR

December 11, 2017

When we started our corporate social responsibility (CSR) journey seven years ago, we were a small and scrappy startup. Now, as a global company with more than 2,000 employees in 13-plus offices, we knew we had to scale these small contributions into a global strategy. For budding or scaling CSR programs, keep these items on your perennial to-do list.

What you didn’t know about self-service: 5 departments that benefit, too

November 27, 2017

Self-service positively impacts every department within an organization, not just your team of agents or the customers they’re working hard to serve. When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up. Here's how.

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

4 industry leaders on how they use the Knowledge Capture app

November 17, 2017

We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.

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.

Why it’s worth having your own branded community

November 13, 2017

There are many surprising benefits to hosting a branded community in addition to supplementing a help portal, including better SEO, knowledge sharing, customer engagement, and more

Raising the bar as a customer support leader

November 7, 2017

There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them

Time to tackle your ticket backlog

November 1, 2017

A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it

8 Customer service baselines

October 19, 2017

Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service

Reduce customer effort with great service

October 10, 2017

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

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

Providing a great customer experience during the holiday rush

October 4, 2017

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help your team deflect more tickets and keep CSAT scores high

How’s your first reply time? Not fast enough.

September 27, 2017

Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family

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

Relate Live: Transform your team, tech, and CX

September 25, 2017

Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live

Making the most of an NPS survey

September 21, 2017

What can an NPS survey tells you about your customer experience?

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

Save the day with a churn survey

August 28, 2017

A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn

Sales and support: acquiring customers

August 23, 2017

Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences

Prepare for the future with these 4 CX strategies

August 21, 2017

The technologies needed to create personalized experiences at scale will advance rapidly in the next five years

Sharing customer feedback

August 3, 2017

Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.

How to get customer feedback: 3 methods

August 2, 2017

The first step towards understanding how to get customer feedback is to know the 3 different types

Untapped: the ROI of customer service

July 25, 2017

Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?

Transforming your customer service in 4 steps

July 25, 2017

What are the keys to transforming your customer service operation? It could be the literal million-dollar question