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Zendesk’s customer service guide for startups Guide

Zendesk’s customer service guide for startups

Getting a startup off the ground is tough enough as it is—but attracting and retaining customers…

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.…

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.…

Why CX, Why Now? Article

Why CX, Why Now?

Transforming customer experience (CX) is more important than ever. But despite growing interest in the discipline,…

2017 retail and ecommerce customer service trends Article

2017 retail and ecommerce customer service trends

In the ever-competitive field of retail and ecommerce, customer support experience can be the difference between…

Forrester’s 2017 Customer Service Trends White Paper

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…

Forrester – 2016 eCommerce Predictions Article

Forrester – 2016 eCommerce Predictions

The key eCommerce trends of 2016 present a now-or-never scenario to retailers. Either respond effectively to…

Forrester’s Predictions 2016: The eCommerce Gap Widens Article

Forrester’s Predictions 2016: The eCommerce Gap Widens

As anyone who’s ever developed or marketed a website knows, the Internet can be both a…

Forrester’s Top 10 Customer Service Trends for 2016 Article

Forrester’s Top 10 Customer Service Trends for 2016

In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…

Zendesk Deep Dive: Dynamic Content and Localization Article

Zendesk Deep Dive: Dynamic Content and Localization

When it comes to scaling support in global organizations, having localized content should be at the…

Industry Trends Webinar: The Future of Customer Service Article

Industry Trends Webinar: The Future of Customer Service

We believe that a look at the top ten customer service trends released by Forrester Research…

Effort and Conversion: An Inverse Relationship Article

Effort and Conversion: An Inverse Relationship

Less equals more when it comes to the relationship between effort and conversion. Contrary to long-held…

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy White Paper

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy

Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…

Getting Schooled with Zendesk: EDU Customer Stories Article

Getting Schooled with Zendesk: EDU Customer Stories

Zendesk has more than 1,000 customers in the education space and just recently created a new…

Gartner’s 2015 Magic Quadrant for the CRM Customer Engagement Center Article

Gartner’s 2015 Magic Quadrant for the CRM Customer Engagement Center

Note: The 2015 Gartner report referenced below is no longer available for complimentary download. But good…

Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement Article

Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement

We know that customer engagement is at the forefront of conversation in the customer service space,…

The New Face of Customer Service White Paper

The New Face of Customer Service

Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building…

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How to Defuse Even the Worst Customer Situations

The most difficult customer service situations demand more of customer service agents than just good intentions…

Article

3 Keys to Building a Kindness Revolution

There’s no question that a great customer service experience is key to keeping customers, and keeping…

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7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

Many people ask, ‘Why is customer service so predictably poor’? as though it’s a rhetorical question…