Guide How to 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.
Service
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.
Article What makes Zendesk champions of customer service
Everyone knows customer service is important. Or at least everyone should know. Because we are all…
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.
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
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…
White Paper 7 secrets of sales leadership
Managing a sales team is never easy, but massive upheaval made the task harder than ever…
Guide The motherlode of sales email templates
Sales emails need eye-catching subject lines, engaging introductions, and customized messages that speak directly to the…
Article Close deals faster with sales process automation
Learn how sales process automation helps teams be 52% more productive, convert 47% more leads, and generate 45% more referrals.
Culture
Article How “The Great Compression” can lead to better retail CX
Retail’s digital tipping point is a blessing in disguise
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.
Article How social advocacy is shaping retail consumer trends
Research reveals that, for the first time, consumers’ new leading value is equality.
Article We support the Asian American and Pacific Islander community
Following a year of xenophobic rhetoric and racist attacks amid the pandemic, Asian Americans have faced…
Guides, research, and more
White Paper Customer service gets conversational
A lot changed in 2020, customer behaviors included. Not only did they reach out to companies…
White Paper The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.
White Paper Gartner’s predictions for 2021: CRM customer service and support
As your approach to customer service matures, the complexity of your customers’ issues increases.
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Latest stories
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.
Article Mass email marketing is not dead: tips for winning
Many companies are all in on social media, ditching mass emails as a tool of yesteryear. That's a mistake. Here's what you need to know to have successful mass emails
Article What is CX and how has it changed in 2021?
Customers are saying CX matters more than ever before. Find out how to meet shifting consumer expectations and provide exceptional customer experiences.
Article How Ameelio serves a chronically under-served population using Zendesk
Non-profit Ameelio provides a free service for users to send letters, postcards, and other mail items to incarcerated loved ones.
Article Customer self-service: A guide to helping your customers help themselves
What is customer self-service, and how can you create an excellent self-service experience? This guide will give you the answers you need.
Article The ultimate guide to call centers
Whether you want to become a call center agent or start your own call center, here's everything you need to know before you get started.
Article Achieve quick ROI on your CX: How small businesses innovate at scale
Small businesses can have big CX.
Article How to leverage data and personalization throughout the customer lifecycle
Data is key to delivering a superior customer experience. Here’s how to use the right data to provide personalization and enhance the customer journey, from sales to support.