The Museum of Annoying Experiences Article

The Museum of Annoying Experiences

What if Zendesk, the champions of customer service, changed the world?

Service

A complete guide to personalization in 2021 Article

A complete guide to personalization in 2021

Customers often want personalized experiences but hesitate to share too many details. Here’s how to navigate conflicting interests and deliver personalization.

Millennials vs. Gen Z: How their customer service expectations compare Article

Millennials vs. Gen Z: How their customer service expectations compare

Millennials and Zoomers will soon become the two largest consumer groups in the country. Companies hoping to earn their brand loyalty should study their differing customer experience expectations and preferences.

How to handle the most common customer complaints Article

How to handle the most common customer complaints

How would you deal with a customer complaint? Play your cards right, and today's upset customers may become your most loyal customers tomorrow.

The impact of empowered support teams on small-business CX Article

The impact of empowered support teams on small-business CX

Learn how to set support agents up for success, giving them the tools to drive your business forward.

Sales

75 motivational sales quotes to pump you up Article

75 motivational sales quotes to pump you up

Whether you're in need of encouragement to meet your sales goals or comforting words after losing a deal, these inspirational quotes will reignite your fire.

Lead generation: What it is and how to master it Article

Lead generation: What it is and how to master it

Figuring out how to generate leads is almost as hard as converting them. Use this comprehensive guide to lead generation to pack your sales pipeline with quality prospects.

Upselling and cross-selling: Understanding the concepts and building a strategy Article

Upselling and cross-selling: Understanding the concepts and building a strategy

“Do you want to make that a meal?” It’s the most common offer at a drive-through…

7 secrets of sales leadership White Paper

7 secrets of sales leadership

Managing a sales team is never easy, but massive upheaval made the task harder than ever…

Culture

In the quest for a healthier planet, ecosystem restoration offers hope Article

In the quest for a healthier planet, ecosystem restoration offers hope

Climate change is one of four focus areas for Zendesk social impact programming in 2021. This Earth Day, we’re sharing our climate commitments.

A guide to building a customer-centric organizational culture Article

A guide to building a customer-centric organizational culture

Your company’s organizational culture is its identity. Learn how to build a culture that’s all about your customers.

How “The Great Compression” can lead to better retail CX Article

How “The Great Compression” can lead to better retail CX

Retail’s digital tipping point is a blessing in disguise

Working remotely: Pros, cons, and secrets to success Article

Working remotely: Pros, cons, and secrets to success

Remote work is the new normal. Here are the benefits and challenges for companies and employees transitioning to working remotely—and how to make the most of it.

Guides, research, and more

The digital tipping point: How SMBs can accelerate CX success in 2021 Guide

The digital tipping point: How SMBs can accelerate CX success in 2021

Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.

The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021 Guide

The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021

Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.

Customer service gets conversational White Paper

Customer service gets conversational

A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…

Latest stories Page 62

For FabFitFun, subscriber growth means scaling up customer service Article

For FabFitFun, subscriber growth means scaling up customer service

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and…

First contact resolution: beacon of good support? Article

First contact resolution: beacon of good support?

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer…

6 Reasons why every call center should use an integrated ticketing system Article

6 Reasons why every call center should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

The low-down on the best new integrations Article

The low-down on the best new integrations

We have a bevy of new ways to integrate with Zendesk. Among other things, these tools…

Customer service terms everyone should know Article

Customer service terms everyone should know

To “translate” the language of the business, we’ve put together a glossary of customer service terms…

Increase conversions with chat Article

Increase conversions with chat

While adding a live chat channel can increase website conversion rates by 29 percent, you can…

Setup your agents and end-users for success with Chat Article

Setup your agents and end-users for success with Chat

You’ve made the important step of deciding to implement a new Chat channel, but now what?…

Fill the self-service gap Infographic

Fill the self-service gap

More often than not, customers would rather help themselves than reach out to a support agent.…

Create an effortless experience for customers Article

Create an effortless experience for customers

Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth…

Hustle, hustle, hustle to joy and a better life Article

Hustle, hustle, hustle to joy and a better life

The word hustle is frequently misunderstood, and often considered a negative trait. We look at how…

Forrester: Transform the Contact Center for Customer Service Excellence White Paper

Forrester: Transform the Contact Center for Customer Service Excellence

The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst…

Ticket deflection: the currency of self-service Article

Ticket deflection: the currency of self-service

New tech and tools are making self-service a better option for customers and businesses. It's easier…

Guided demo of Zendesk Chat Video

Guided demo of Zendesk Chat

Download a 30 minute walk-through of Zendesk Chat During this video we’ll cover: The benefits of…

Gartner’s 2017 Magic Quadrant for CRM | Zendesk White Paper

Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…

When the benefits of switching software outweigh the costs Article

When the benefits of switching software outweigh the costs

Switching to a new software solution can be a great idea, but the long-term costs of…

The biggest lesson I learned in my sales career Article

The biggest lesson I learned in my sales career

We’ve asked some of our sales leaders to share the most poignant lessons that they’ve learned over the course of their sales careers.

The art of the ticket escalation process Article

The art of the ticket escalation process

Most customer issues are resolved on the front lines: with the service agents tasked with walking…

Improving the customer experience Article

Improving the customer experience

Customer experience focuses on improving the way customers interact with your business. Doing so means putting…

Agent Experience Guide Guide

Agent Experience Guide

Customer support agents have a tough job. They need to make sure customers are getting what…

Agent Life Cycle Guide Guide

Agent Life Cycle Guide

Your support agents interact with customers more than just about anyone else in your company. They…