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Gartner Predicts 2017: CRM Customer Service and Support – EMEA Article

Gartner Predicts 2017: CRM Customer Service and Support – EMEA

2016 has challenged industry leaders to engage customers across all support channels, but the coming year,…

Forrester: Pinpoint opportunities for better customer service White Paper

Forrester: Pinpoint opportunities for better customer service

In today’s customer-centric world, technology constantly challenges and transforms how businesses interact with customers. The question…

Forrester TEI Report Examines the ROI of Zendesk Article

Forrester TEI Report Examines the ROI of Zendesk

Upgrades, upgrades, upgrades. Everyone is making them and so you ask yourself: Should your business upgrade…

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM White Paper

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM

Odds are you’ve heard of Facebook Messenger, WeChat, Kik, Line, or Snapchat. Maybe you’re even an…

Gartner Predicts 2017: CRM Customer Service and Support White Paper

Gartner Predicts 2017: CRM Customer Service and Support

2016 has challenged industry leaders to engage customers across all support channels, but the coming year,…

Gartner: CRM applications will fail without customer empathy Article

Gartner: CRM applications will fail without customer empathy

Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward…

Forrester’s Vendor Landscape: ITSM SaaS Solutions Article

Forrester’s Vendor Landscape: ITSM SaaS Solutions

Many organizations in the infrastructure and operations (I&O) space rely on IT service management (ITSM) tools…

Forrester Research: Use Digital Technologies to Improve Employee Engagement Article

Forrester Research: Use Digital Technologies to Improve Employee Engagement

Increasing and measuring employee engagement is a priority for most companies, and yet how to achieve…

Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel Article

Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel

Edmunds.com, a customer of Zopim (now Zendesk Chat), was featured in this Gartner report. Read on…

Gartner Predicts 2016: CRM Customer Service and Support Article

Gartner Predicts 2016: CRM Customer Service and Support

In 2015, industry leaders were challenged to innovate and engage customers across all support channels: mobile,…

Forrester Brief: Focus On Three New Service Experiences Article

Forrester Brief: Focus On Three New Service Experiences

How to win over digital customers? Help them help themselves. According to Forrester Research’s April 2015…

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…

Forrester report: The Six Key Elements of Proactive Chat Article

Forrester report: The Six Key Elements of Proactive Chat

In this October 2014 report from Forrester Research, Inc., analyst Kate Leggett explains why chat is…

Forrester Names Zendesk a ‘Strong Performer’ Article

Forrester Names Zendesk a ‘Strong Performer’

Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015 Customer…

The business impact of customer service on customer lifetime value Article

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…