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 60

Untapped: the ROI of customer service Article

Untapped: the ROI of customer service

Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?

Transforming your customer service in 4 steps Article

Transforming your customer service in 4 steps

What are the keys to transforming your customer service operation? It could be the literal million-dollar question.

Begging the question, beating the straw man, and other non-sequitur nonsense Article

Begging the question, beating the straw man, and other non-sequitur nonsense

If you deal with customers, you will someday engage in customer arguments. Arguing, making your case,…

How will artificial intelligence assist customer service agents? Article

How will artificial intelligence assist customer service agents?

New innovations in artificial intelligence will have big upsides for customer service agents, notably for their productivity and efficiency with customers

Selfish or selective? 6 ways Millennials are changing charitable giving. Article

Selfish or selective? 6 ways Millennials are changing charitable giving.

Many people think of Millennials as self-centered, selfie-snapping, uber-texting, uber-riding, narcissists. Even some Millennials share this…

4 tips for creating the ultimate sales follow up strategy Article

4 tips for creating the ultimate sales follow up strategy

Don't let daily stumbling blocks like a messy CRM, poor lead quality, and lack of personal connections prevent sales follow up success. Instead, unlock some truly powerful follow ups with these tips.

Knowledge is power—the many knowledge management system benefits Article

Knowledge is power—the many knowledge management system benefits

Learn about the many knowledge management system benefits

Inside a hotel room: tips for excellent customer service Article

Inside a hotel room: tips for excellent customer service

Hospitality customer service is a niche that can help every industry. From retail to technology, these…

Stop saying “If I were you…” and other advice on giving advice Article

Stop saying “If I were you…” and other advice on giving advice

Giving advice is a requirement for most jobs, but many of us are ill-equipped to do…

Everyone is welcome here: making space for sanctuary in the workplace Article

Everyone is welcome here: making space for sanctuary in the workplace

We've heard about sanctuary cities, but what about sanctuary in the workplace? More employees are asking…

What is customer journey mapping and why is it important? Article

What is customer journey mapping and why is it important?

Customer journey mapping helps a business understand the customer experience and meet customer needs at every touchpoint

“Don’t react, respond” and other work conflict resolutions Article

“Don’t react, respond” and other work conflict resolutions

Don't react, respond. Those are hard words to live by when you are in a conflict…

The art of business analysis in customer support Article

The art of business analysis in customer support

Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…

Why activity metrics are killing your sales Article

Why activity metrics are killing your sales

Just like data can drastically improve your sales, focusing on the wrong data points and metrics can absolutely kill your business. One type of metric that is commonly misused to the detriment of sales teams is activity metrics.

Office politics: players gonna play and haters gonna hate Article

Office politics: players gonna play and haters gonna hate

Every company has office politics. But some companies and some employees know how to use office…

Why you’re no longer buzzed about office happy hour Article

Why you’re no longer buzzed about office happy hour

Office happy hours were once the best way to connect with coworkers. Some say they've gotten…

Working moms need a new F-word: flexibility Article

Working moms need a new F-word: flexibility

No matter the advancements we make in technology, workplace policies, and legislation, it can still be…

FAQ-page design: Be savvy about self-service Article

FAQ-page design: Be savvy about self-service

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

There’s a fresh dad in the cubicle near you Article

There’s a fresh dad in the cubicle near you

New moms usually get all the attention. Flowers, baby showers, and time off from work. But…

Machine learning: a new potential in customer service Article

Machine learning: a new potential in customer service

Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning