Improve customer experience

The impact of COVID-19 on CX: Zendesk’s Benchmark Snapshot Article

The impact of COVID-19 on CX: Zendesk’s Benchmark Snapshot

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Why messaging is set to be the 2020 customer channel for business Article

Why messaging is set to be the 2020 customer channel for business

Many businesses are settling into a new reality – finding ways to work from home while…

Send a message—breaking barriers between customers and brands Infographic

Send a message—breaking barriers between customers and brands

Customer-centric support fits around customers’ schedules and preferences, and it’s up to businesses to get the…

Customer retention: How to keep customers happy and reduce churn

Customer retention: How to keep customers happy and reduce churn

Find out how to craft a customer experience that can keep existing customers happy and reduce churn

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Using a CRM for sales pipeline management

Using a CRM for sales pipeline management

We’ll go through the 7 steps to follow to create an effective sales pipeline management process, while also looking at how a sales CRM can be a beneficial pipeline management tool

How to boost your sales success rate with live chat Article

How to boost your sales success rate with live chat

Chat provides a direct line between a rep and their prospective customers. Sales teams can use chat to generate leads, improve sales conversion rates and identify upselling opportunities.

How Zendesk is transforming CX in 2020 Article

How Zendesk is transforming CX in 2020

We’re excited to announce the official release of the Support Suite, the Sales Suite and Sunshine

Introducing The Zendesk Sales Suite Article

Introducing The Zendesk Sales Suite

The Zendesk Sales Suite removes the difficulties of sales software so that teams can spend more…

Guides, research, and more

Why good employee experience is the backbone of good customer experience Guide

Why good employee experience is the backbone of good customer experience

Delivering great employee experience gives companies a leg up in executing excellent customer experiences too.

Let’s get conversational: 9 ways to transform your CX with messaging Guide

Let’s get conversational: 9 ways to transform your CX with messaging

Messaging apps like Facebook Messenger and WhatsApp have made it easy to connect with anyone, anywhere…

Gartner’s 5 key emerging technologies and their impact on customer experience Article

Gartner’s 5 key emerging technologies and their impact on customer experience

At Zendesk, we create service-first CRM solutions that allow companies around the globe to provide innovative…

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Meeting the challenges of CX in modern manufacturing Whitepaper

Meeting the challenges of CX in modern manufacturing

Years ago, to succeed as a manufacturer, it was sufficient to make high-quality products and price…

Meeting the advanced challenges of modern retail CX Whitepaper

Meeting the advanced challenges of modern retail CX

The retail industry is undergoing a massive shift. Customers are demanding top-of-the-range digital and in-store experiences…

Customer-relationship management: a guide Article

Customer-relationship management: a guide

In this customer-relationship management guide, Zendesk explains how CRM software can help build relationships with customers, boost engagement and lead to better business outcomes.

Helping to prepare your team: Getting the most from Zendesk Article

Helping to prepare your team: Getting the most from Zendesk

We have compiled a list of product features and ideas to help your team continue to work effectively from home

Zendesk update: staying safe and working for you Article

Zendesk update: staying safe and working for you

Our top priorities are to keep our employees safe and to support the companies and customers who depend on Zendesk

12 big reasons customer service training matters Article

12 big reasons customer service training matters

It's hard to make time for a training programme when you’re trying to keep up with customer demands, but it’s critical to your company’s health. Here are some key tips

Building and managing a virtual support team Guide

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an on-site team. Complete trust and…

Getting started with Sunshine Guide

Getting started with Sunshine

If you’ve ever called a company with a question, only to be bounced to different departments…

Engaged employees and collaboration: how internal help desks help Whitepaper

Engaged employees and collaboration: how internal help desks help

Employee expectations are rising in tandem with customer expectations. Your employees expect the same kind of…

The best lead scoring models have these seven factors Article

The best lead scoring models have these seven factors

To consistently find strong potential customers, sales reps need a lead scoring model. Here, we’ll look at the seven factors that all robust lead scoring models have in common.

The state of messaging 2020: Conversational business goes mainstream Article

The state of messaging 2020: Conversational business goes mainstream

In our annual conversational business report, The state of messaging 2020, we look at the biggest messaging stories from the past year, along with research, reporting and predictions about how the future of messaging between brands and customers will play out

Five ways in which financial services can use messaging to create a better experience Article

Five ways in which financial services can use messaging to create a better experience

Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalised and secure messaging experiences

The four most important ways in which software affects your customer experience Article

The four most important ways in which software affects your customer experience

Customers may not be interested in your customer-experience software – but your company absolutely should be.

4 factors hindering your close rate Article

4 factors hindering your close rate

We’ll talk about the four most common factors that hinder close rates and how to eliminate…

The Zendesk Customer Experience Trends Report 2020 Article

The Zendesk Customer Experience Trends Report 2020

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…

3 best practices to cultivate loyalty in customer service Article

3 best practices to cultivate loyalty in customer service

Not long ago, loyalty in customer service was fairly simple, both in meaning and in method.…

How stereotypes in chat may not be too helpful Article

How stereotypes in chat may not be too helpful

We’re all familiar with the conventional wisdom around how to use gifs, emojis and a generally…

Expanding omnichannel support with WhatsApp Article

Expanding omnichannel support with WhatsApp

Customers expect to connect with companies in the channels that are important to them. For many people that channel is WhatsApp.

Shattering the Stereotypes of Chat Article

Shattering the Stereotypes of Chat

“Which channel should I be using to talk to my customers? How can I be ready…

3 steps to improving customer satisfaction this Black Friday Article

3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…