Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
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.
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.
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
Businesses are made up of people
Businesses are made of people, and those people have relationships and ties to the communities they live in
Selling enterprise business software can be exciting. Really.
Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring. In March of this year, 28 Zendesk customers flew to snowy Ottawa, Canada, for our quarterly Service Leadership.
Support beyond tickets
Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.
Admins are artists. Give them a better paintbrush
For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.
What it’s like on the front lines of support
Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management
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
Shopify brings the customer journey full circle
While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005
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
Businesses must seek to grow with existing clients and enhance the value of these relationships over time
Listening and leading by example
We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team
5 benefits of turning know-how into knowledge
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Why chatbots won’t necessarily replace humans
Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Sales and support: aligning to improve customer retention
Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition
Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers