Values with action: how Zendesk will continue to do better Article

Values with action: how Zendesk will continue to do better

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

Improve customer experience

What is call listening? Article

What is call listening?

Call listening can help improve your customer service team's performance. Here's what you need to know.

The definitive guide to contact center as a service (+ the 5 best CCaaS providers in 2020) Article

The definitive guide to contact center as a service (+ the 5 best CCaaS providers in 2020)

It's time to drop your dated call center technology. Learn how a CCaaS solution helps you connect with customers across all channels.

Zendesk update: Helping each other to keep moving forward Article

Zendesk update: Helping each other to keep moving forward

Here is a snapshot of how we've been navigating the COVID-19 crisis.

Chasing unicorns: How the most successful startups handle CX Article

Chasing unicorns: How the most successful startups handle CX

We studied over 4,000 startups to determine whether there was a connection between startup growth and CX investment. Spoiler alert: there was.

Sell more

How SPIN selling works (and 34 questions you can use to close more deals) Article

How SPIN selling works (and 34 questions you can use to close more deals)

Most salespeople have heard of the SPIN selling methodology— but not everyone knows how to execute it. Here's what you need to know about it.

Beginner’s guide to the sales process for startups Article

Beginner’s guide to the sales process for startups

For startup founders and sales teams, here is a crash course on the sales process, including key definitions, techniques, and best practices.

The ultimate guide to a successful discovery call

The ultimate guide to a successful discovery call

A discovery call is your first chance to wow your prospects. Leave a strong first impression by prepping for this initial phone conversation.

How SMB sales teams are keeping up in 2020 Infographic

How SMB sales teams are keeping up in 2020

Let’s take a look at how SMB sales teams are adapting to keep up.

Guides, research, and more

Four key principles for evolving the employee experience Guide

Four key principles for evolving the employee experience

While many companies are looking ahead to reenvision how physical offices will function, remote work is here to stay. Here's how to evolve your employees’ experience in the ever-changing next normal

Gartner’s 9 predictions for the post-COVID future of work White Paper

Gartner’s 9 predictions for the post-COVID future of work

Given the reality of how COVID-19 has affected workplaces everywhere, it’s reasonable to prepare for a…

Adapting to rapid change Guide

Adapting to rapid change

These days, getting customer support right is more important than ever. Smaller firms must go above…

Latest stories Page 34

Skills-Based Routing in Zendesk Chat Video

Skills-Based Routing in Zendesk Chat

All customers have different needs. Skill-Based Routing sends customers to the right agents, ensuring they quickly…

Roles in Zendesk Chat Video

Roles in Zendesk Chat

With roles and permissions, managers can create new roles for their agents and control what they…

Support and Chat Video

Support and Chat

Learn how Support and Chat can be used together to create and effortless, cohesive experience for…

Customer satisfaction surveys in Zendesk Support Video

Customer satisfaction surveys in Zendesk Support

Customer satisfaction surveys collect feedback directly from customers. Learn how asking customers a simple question can…

Ticket Forms in Zendesk Support Video

Ticket Forms in Zendesk Support

Ticket Forms in Zendesk Support help you gather specific information from customers so you can provide…

Groups in Zendesk Support Video

Groups in Zendesk Support

Groups in Zendesk Support lets you organize agents in different ways, such as areas of expertise…

Map a customer-centric omnichannel support strategy Article

Map a customer-centric omnichannel support strategy

The best omnichannel strategy lets your agents and customers move fluidly through channels

8 Customer service baselines Article

8 Customer service baselines

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

Agent feedback: putting the pieces together Article

Agent feedback: putting the pieces together

When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

Design a strategy for seamless omnichannel support Article

Design a strategy for seamless omnichannel support

Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps…

Reduce customer effort with great service Article

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

Forrester: Engagement Costs Continue To Rise Even With Digital Article

Forrester: Engagement Costs Continue To Rise Even With Digital

Facebook, Snapchat, Instagram, Messenger, LinkedIn, WhatsApp, WeChat—we have a seemingly ceaseless number of ways to communicate.…

Article

Base Tips & Tricks #3: Everything You Need to Know about the Base Mobile App

In this post, we're bringing to light the key differences and little-known features that you may not be aware of within our Android and iOS mobile apps.

Providing a great customer experience during the holiday rush Article

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…

So you got an angry response to a cold outreach. Here’s what to do next Article

So you got an angry response to a cold outreach. Here’s what to do next

Your action plan for dealing with angry cold outreach responses should include two facets: how you will (or won’t) respond to the prospect and how you’ll change outreach going forward.

How Zendesk customers benefit from self-service Article

How Zendesk customers benefit from self-service

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…

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

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

Keep support knowledge fresh and useful Article

Keep support knowledge fresh and useful

Knowledge is the product that your support team owns and builds every day

Sales and support: Collaborating to increase growth Article

Sales and support: Collaborating to increase growth

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

Making the most of an NPS survey Article

Making the most of an NPS survey

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