Article Values with action: how Zendesk will continue to do better
Silence is complicity. Speech is not enough. We’re committed to being an ongoing catalyst for change. Here are the latest steps we’re taking
Improve customer experience
Article What is call listening?
Call listening can help improve your customer service team's performance. Here's what you need to know.
Article The definitive guide to contact center as a service (+ the 5 best CCaaS providers in 2020)
It's time to drop your dated call center technology. Learn how a CCaaS solution helps you connect with customers across all channels.
Article Zendesk update: Helping each other to keep moving forward
Here is a snapshot of how we've been navigating the COVID-19 crisis.
Article Chasing unicorns: How the most successful startups handle CX
We studied over 4,000 startups to determine whether there was a connection between startup growth and CX investment. Spoiler alert: there was.
Sell more
Article How SPIN selling works (and 34 questions you can use to close more deals)
Most salespeople have heard of the SPIN selling methodology— but not everyone knows how to execute it. Here's what you need to know about it.
Article Beginner’s guide to the sales process for startups
For startup founders and sales teams, here is a crash course on the sales process, including key definitions, techniques, and best practices.
The ultimate guide to a successful discovery call
A discovery call is your first chance to wow your prospects. Leave a strong first impression by prepping for this initial phone conversation.
Infographic How SMB sales teams are keeping up in 2020
Let’s take a look at how SMB sales teams are adapting to keep up.
Guides, research, and more
Guide Four key principles for evolving the employee experience
While many companies are looking ahead to reenvision how physical offices will function, remote work is here to stay. Here's how to evolve your employees’ experience in the ever-changing next normal
White Paper Gartner’s 9 predictions for the post-COVID future of work
Given the reality of how COVID-19 has affected workplaces everywhere, it’s reasonable to prepare for a…
Guide Adapting to rapid change
These days, getting customer support right is more important than ever. Smaller firms must go above…
Browse The Library
Want to go deep on a subject? We’ve got you covered.
Latest stories Page 23
Article How businesses can benefit from proactive messaging
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
Guide 7 types of customer service and why proactive support is crucial
With so many different ways to offer customer service, whether it be via email, live chat,…
Sales rep for a day: Aligning sales, marketing, and support
One way to align sales with marketing and support departments is to create an ongoing, interdepartmental job-shadowing program or "sales rep for a day."
Article 3 smart solutions to common customer service challenges
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
Article Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
Article How to build the ideal virtual sales team for your business
Thinking about hiring a virtual sales team? Learn the challenges and opportunities with outsourcing sales and the steps for building a virtual team.
Article 5 questions every IT leader should ask of their CRM platform
When IT leaders are deciding what they need out of a CRM platform, there are five…
Guide Scalable self-service support: tailor-made for every company
Providing quality, flexible self-service has become a vital part of what Zendesk does. Industry leaders are…
Article Why AI will transform how customer service teams work
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
What makes good sales data?
How do you determine whether or not the data you have is good? Here are the types and tenets of good sales data you need to make winning decisions.
Article Sales pipeline management: a 7-step plan
The basic idea of sales pipeline management is to estimate the upcoming sales you’re aiming to…
Sales pipeline management: A 7-step plan
Discover the steps to sales pipeline management - from finding prospects to analyzing results, effectively estimate upcoming sales you’re aiming to close.
White Paper Employee experience: How consumer expectations are shaping the workplace
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms…
Infographic 5 fun facts about omnichannel support
Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…
Article Content marketing for sales: 6 ideas to address the bottom of the funnel
Learn how to create content that turns leads into customers.
Article How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Article Help your multilingual knowledge base thrive with AI
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Article Enhancing the agent experience with contextual workspaces
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Article Other vendors to consider for modern analytics and BI
While doing research for the 2018 Magic Quadrant for analytics and BI platforms, Gartner identified 33…
Article How to cancel your CRM
Ready to break up with your CRM, but not sure how? We've got you covered.