Silence is complicity. Speech is not enough. We’re committed to being an ongoing catalyst for change. Here are the latest steps we’re taking
The key is to find the right mix of knowledge base article templates for your customer-audience
Learn more CX trends we're seeing in 2020 and find out how CIOs are in a unique position to drive their organizations toward customer centricity.
Call center software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer and then deciding which ones you need most.
Simplify your sales software so your reps can spend more time developing relationships and less time on apps
In this whitepaper we take a look at what has changed for SMB sales teams in recent years, the main issues facing SMB sales teams, and the role of technology at small and mid-sized companies
With automation and organization features, CRMs empower sales teams to work more efficiently and serve their customers more thoughtfully
Guides, research, and more
Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement…
Zendesk stood out as a leader by adopting and strengthening its omnichannel digital customer engagement strategy with the acquisition of Smooch in 2019, and its vision for building a truly open platform on Sunshine
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When agents, other departments, and even external parties can easily collaborate, everyone wins. Take a look at why internal collaboration = outstanding customer service.
If you’ve ever called a company with a question, only to be bounced to different departments…
Looking at negative reviews purely as the enemy can blind you to their true potential. They're an opportunity to win back customers and enhance your brand’s reputation
With customer-centric organizations turning to support agents' experience as the source of improved customer experience, productivity and team diligence are crucial
Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy
Throughout my 16+ years’ experience managing and leading teams, I’ve learned that effective leadership relies on…
When you give your customers a space to get to know each other, it empowers them…
Employee expectations are rising in tandem with customer expectations. Your employees expect the same kind of…
To consistently find strong potential customers, sales reps need a lead scoring model. Here we’ll look at the seven factors that all robust lead scoring models have in common
Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it
Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalized, and secure messaging experiences
Customers may not be interested in your customer experience software – but your company absolutely should be
Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends
With a lead qualification checklist, your organization has a tool for staying aligned, organized, and accurate when it comes to evaluating prospects
Take a look at how putting the customer at the center of your company’s orbit can change your business for the better
Learn how monthly recurring revenue is calculated and how SaaS companies can leverage it to create more accurate sales forecasts and better budgets
Play your cards right, and today's upset customers may become your most loyal customers tomorrow.
Three revenue formulas worth using are gross revenue, net revenue, and deferred revenue. To help you evaluate your company’s finances, we’ll break down what these three types of revenue mean, how to calculate them, and how to evaluate your figures
With the help of lead scoring, reps can more easily prioritize prospects who stand to yield…