Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
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
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and sustaining your customer service organization
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.
Execs need to be the kind of leaders people want to follow
Earlier on in my career, I was looking to join a company whose vision and executive leadership I believed in. I thought I’d found that.
5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
Raising the bar as a customer support leader
There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them
Time to tackle your ticket backlog
A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it.
8 Customer service baselines
Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service
Reduce customer effort with great service
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005
Providing a great customer experience during the holiday rush
To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help your team deflect more tickets and keep CSAT scores high
How’s your first reply time? Not fast enough.
Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family
Sales and support: Collaborating to increase growth
Businesses must seek to grow with existing clients and enhance the value of these relationships over time
Relate Live: Transform your team, tech, and CX
Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live
Making the most of an NPS survey
What can an NPS survey tells you about your customer experience?
Sales and support: aligning to improve customer retention
Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition
Save the day with a churn survey
A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn
Sales and support: acquiring customers
Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences
Prepare for the future with these 4 CX strategies
The technologies needed to create personalized experiences at scale will advance rapidly in the next five years