Latest stories
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Guides and ebooks
1 min read
Getting started with Sunshine™
If you’ve ever called a company with a question, only to be bounced to different departments…
Article
10 min read
Customer focus: 6 tips for turning your company into a customer-focused business.
Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy
Whitepaper
1 min read
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…
Article
7 min read
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.
Article
3 min read
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
Article
7 min read
5 ways financial services are banking on conversational customer support
Financial services are leaning into modern conversational experiences to manage their customer relationships
Article
3 min read
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.
Article
16 min read
Customer complaints: definition, examples and resolution tips
Customer complaints aren’t ideal, but they can help improve your business. Here’s how to handle them in an impactful way.
Article
8 min read
Total revenue formula (+ 4 metrics every sales rep should know)
Use five key formulas to help you evaluate your company’s finances.
Guides and ebooks
1 min read
A guide to mobile CRM
Your sales team are unlikely to be in front of their computers all day, so they…
Article
7 min read
How to leverage the exponential smoothing formula for forecasting
In this post, we’ll cut through all of the dense algebraic equations to explain what exponential smoothing is and how it’s used in sales forecasting
Article
12 min read
10 ways to deliver good customer service: examples, principles and definition
What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing and the rest of your company.
Article
1 min read
The Zendesk Customer Experience Trends Report 2020
Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…
Article
5 min read
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.…
Article
9 min read
8 cognitive biases that affect how you manage your team
Managers are expected to make split-second decisions, day in and day out, tracking who is working…
Article
1 min read
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…
Article
3 min read
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.
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