Be a good neighbor, become a good business with CSR
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
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
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
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
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
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
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
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
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
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
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
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.
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
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
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
What can an NPS survey tells you about your customer experience?
Sales and support: aligning to improve customer retention
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
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
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
The technologies needed to create personalized experiences at scale will advance rapidly in the next five years
Sharing customer feedback
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
The first step towards understanding how to get customer feedback is to know the 3 different types
Untapped: the ROI of customer service
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
What are the keys to transforming your customer service operation? It could be the literal million-dollar question