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
Article What is call listening?
Call listening can help improve your customer service team's performance. Here's what you need to know.
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.
Article Zendesk update: Helping each other to keep moving forward
Here is a snapshot of how we've been navigating the COVID-19 crisis.
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
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.
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
A discovery call is your first chance to wow your prospects. Leave a strong first impression by prepping for this initial phone conversation.
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
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
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…
Guide Adapting to rapid change
These days, getting customer support right is more important than ever. Smaller firms must go above…
Browse The Library
Want to go deep on a subject? We’ve got you covered.
Latest stories Page 34
Video Skills-Based Routing in Zendesk Chat
All customers have different needs. Skill-Based Routing sends customers to the right agents, ensuring they quickly…
Video Roles in Zendesk Chat
With roles and permissions, managers can create new roles for their agents and control what they…
Video Support and Chat
Learn how Support and Chat can be used together to create and effortless, cohesive experience for…
Video Customer satisfaction surveys in Zendesk Support
Customer satisfaction surveys collect feedback directly from customers. Learn how asking customers a simple question can…
Video Ticket Forms in Zendesk Support
Ticket Forms in Zendesk Support help you gather specific information from customers so you can provide…
Video Groups in Zendesk Support
Groups in Zendesk Support lets you organize agents in different ways, such as areas of expertise…
Article Map a customer-centric omnichannel support strategy
The best omnichannel strategy lets your agents and customers move fluidly through channels
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
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
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…
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
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.…
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.
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…
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.
Article How Zendesk customers benefit from self-service
For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…
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
Article Keep support knowledge fresh and useful
Knowledge is the product that your support team owns and builds every day
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
Article Making the most of an NPS survey
What can an NPS survey tells you about your customer experience?