Improve customer experience

Home-bound customers turn to messaging channels Article

Home-bound customers turn to messaging channels

Like the perfect storm, 2020 blew in and turned business on its head. And today, business…

Scaling your support team: 7 common questions, answered Article

Scaling your support team: 7 common questions, answered

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…

What everyone should know about integrated phone support Article

What everyone should know about integrated phone support

Unfortunately, most companies don’t have an integrated solution for phone support. It's time we shine a light onto phone support operations

How financial services companies have modernized the customer experience Guide

How financial services companies have modernized the customer experience

Once seen as an industry steeped in tradition and with little hands-on customer support, financial services…

Sell more

Changes to SMB sales cycles better position teams for the challenges ahead Article

Changes to SMB sales cycles better position teams for the challenges ahead

Sales cycles for smaller teams had long been changing, even before a global pandemic transformed everything…

Why every sales team needs a Sales Data Scientist Article

Why every sales team needs a Sales Data Scientist

If you want your sales team to reach their potential, help them get more out of the data.

Personalize outreach at scale with sales engagement automation Article

Personalize outreach at scale with sales engagement automation

To help sales teams make personalized lead outreach more efficient, we’re launching new sales engagement automation tools for Zendesk Sell

The ultimate guide to sales email automation Guide

The ultimate guide to sales email automation

With this ebook, you’ll learn how to use an email automation tool to build a sales outreach process that saves time, keeps your messaging consistent, and connects you with leads the moment they’re ready to buy

Guides, research, and more

How the accelerating convergence of CRM and contact centers is driving better CX White Paper

How the accelerating convergence of CRM and contact centers is driving better CX

While the general use of customer relationship management software (CRM) has become the industry standard, it…

How to simplify your sales tools Guide

How to simplify your sales tools

Simplify your sales software so your reps can spend more time developing relationships and less time on apps

2020 State of SMB Sales White Paper

2020 State of SMB Sales

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

Latest stories Page 32

Forrester on the future of omnichannel commerce Article

Forrester on the future of omnichannel commerce

Omnichannel is one of those buzzwords that doesn’t seem to be losing its buzz anytime soon.…

Are your customer service representatives happy? Article

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

8 support manager skills to develop Article

8 support manager skills to develop

6 support manager skills to focus on that will ensure your support team will be ready for anything

Growth requires change Article

Growth requires change

Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.

Gartner predicts the future of CRM and customer experience Article

Gartner predicts the future of CRM and customer experience

The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…

Multiple products still need to add up to one great experience Article

Multiple products still need to add up to one great experience

As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated

Vacation-ing the premises Article

Vacation-ing the premises

Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.

6 tips to hone your support superpowers Article

6 tips to hone your support superpowers

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support

The Future Of Customer Service Experiences Article

The Future Of Customer Service Experiences

To build a loyal customer base, executing top-tier customer support is as crucial as recognizing new…

Article

How To Hire The Sales Talent Behind A $3.7 Billion Sales Organization

At Forecast 2017, we sat down to chat with sales leader Dali Rajic, the man responsible for managing the team that transformed AppDynamics from a $100 million company to a $3.7 billion titan is just 4.5 years.

Improving retail experiences with conversational commerce Article

Improving retail experiences with conversational commerce

Conversational commerce is designed to connect customers with their favorite brands in real-time.

Understanding bot abilities—and limitations Article

Understanding bot abilities—and limitations

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

Raising the bar: 4 more leaders in customer service Article

Raising the bar: 4 more leaders in customer service

We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.

Scaling and sustaining your customer service organization Article

Scaling and sustaining your customer service organization

Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…

Be a good neighbor, become a good business with CSR Article

Be a good neighbor, become a good business with CSR

As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.

Highlight your team’s performance with 7 customer support metrics Article

Highlight your team’s performance with 7 customer support metrics

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

Tip of the Week: Auto-assigning Tickets Article

Tip of the Week: Auto-assigning Tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

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

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

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.

Article

Ethical Selling: When Does Persuasion Turn into Manipulation?

For the archetypical salesperson, any tactic that leads to a sale is the right one, as long as it’s not outright fraud. But with the growing overlap of the ethical and the economic perspective in today’s transactions, this approach is becoming outdated.

Enterprise software doesn’t have to be boring Article

Enterprise software doesn’t have to be boring

Zendesk has grown from 3 friends who wanted to make customer support simple to 2,000 employees around the globe all carrying out that same vision.