Building the best customer experiences with Facebook and Zendesk Article

Building the best customer experiences with Facebook and Zendesk

Facebook selects Zendesk as its core CX partner to provide enhanced customer conversations across its messaging channels directly within Zendesk

Service

Report: CX Champions of North America Article

Report: CX Champions of North America

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how leaders in the United States and Canada are driving CX success.

Faster, better, stronger—how smart uses of tech make all the difference in CX Article

Faster, better, stronger—how smart uses of tech make all the difference in CX

Leading CX orgs are customer-centric to the hilt, using technology in smart ways to support agile processes.

Become a CX Champion—Best practices for you and your team Article

Become a CX Champion—Best practices for you and your team

ESG Research pinpoints where companies are elevating their CX game—and where they’re falling behind.

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

Why you need sales process mapping to solve big-picture problems Article

Why you need sales process mapping to solve big-picture problems

Sales process mapping gives you a macro view of your sales strategy, so you can address and fix issues. Here’s how to use process mapping for your sales team.

10 sales performance metrics you should track every week, month, and quarter Article

10 sales performance metrics you should track every week, month, and quarter

You’re probably already tracking sales performance metrics...but are you getting good use of your data? Learn what metrics to track, and when.

The step-by-step guide to building an effective sales strategy Article

The step-by-step guide to building an effective sales strategy

Your sales team needs a step-by-step plan to make sales and increase revenue. Here's how to create a sales strategy that works.

3 ways Zendesk Sell + ActiveCampaign benefits sales teams Article

3 ways Zendesk Sell + ActiveCampaign benefits sales teams

96% of sales reps struggle with some stage of the sales cycle. For the majority of…

Culture

Holiday 2020: 3 trends for retailers this season Article

Holiday 2020: 3 trends for retailers this season

The most wonderful time of the year will look a bit different in 2020. The holidays…

We can navigate the future of work by looking back at our legacy of change Article

We can navigate the future of work by looking back at our legacy of change

“The future of work is often presented as a binary choice: a hunger game between organic…

Why the business of voting is everyone’s business Article

Why the business of voting is everyone’s business

Not so long ago, the general consensus was that you didn’t bring your personal politics into…

3 organizations on fostering long-term customer relationships Article

3 organizations on fostering long-term customer relationships

Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…

Guides, research, and more

Report: CX Champions of Asia Pacific Article

Report: CX Champions of Asia Pacific

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how CX Champions across the Asia Pacific region are driving CX success.

Report: CX Champions of Latin America Article

Report: CX Champions of Latin America

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Latin America are driving CX success.

A Three-Step Approach to Jump-Starting CX Transformation in Government

A Three-Step Approach to Jump-Starting CX Transformation in Government

High-quality customer experience (CX) drives mission success, and the government sector is no exception. When government…

Latest stories Page 48

The key to great service? Saying “I don’t know” Article

The key to great service? Saying “I don’t know”

Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.

Next stop: the integration station Article

Next stop: the integration station

All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.

Product launches and the virtue of being vague Article

Product launches and the virtue of being vague

It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?

Keeping gamers in the game through customer service Article

Keeping gamers in the game through customer service

Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.

How to set up support tiers Article

How to set up support tiers

Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience

Gartner’s Customer Engagement report White Paper

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to…

Are your customer service representatives happy? Article

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

8 support manager skills to develop Article

8 support manager skills to develop

6 support manager skills to focus on that will ensure your support team will be ready for anything

Gartner predicts the future of CRM and customer experience Article

Gartner predicts the future of CRM and customer experience

The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…

Multiple products still need to add up to one great experience Article

Multiple products still need to add up to one great experience

As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated

6 tips to hone your support superpowers Article

6 tips to hone your support superpowers

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support

Watch your language: how word choice can sabotage workplace collaboration Article

Watch your language: how word choice can sabotage workplace collaboration

When most people approach a consultant, it goes a little like this: “We have a problem.…

How to hire the sales talent behind a $3.7 billion sales organization Article

How to hire the sales talent behind a $3.7 billion sales organization

At Forecast 2017, we sat down to chat with sales leader Dali Rajic, the man responsible for managing the team that transformed AppDynamics from a $100 million company to a $3.7 billion titan is just 4.5 years.

Improving retail experiences with conversational commerce Article

Improving retail experiences with conversational commerce

Conversational commerce is designed to connect customers with their favorite brands in real-time.

Understanding bot abilities—and limitations Article

Understanding bot abilities—and limitations

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

Raising the bar: 4 more leaders in customer service Article

Raising the bar: 4 more leaders in customer service

We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.

Scaling and sustaining your customer service organization Article

Scaling and sustaining your customer service organization

Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…

Be a good neighbor, become a good business with CSR Article

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.

Highlight your team’s performance with 7 customer support metrics Article

Highlight your team’s performance with 7 customer support metrics

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

Tip of the Week: Auto-assigning Tickets Article

Tip of the Week: Auto-assigning Tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…