.jpg)
Editor’s picks
Sales
Article How to lead a digital transformation
With both customers and employees embracing the digital economy, more and more businesses are pursuing digital transformations.
Article What is social selling? Definition, index and examples
Build brand credibility and customer relationships online through social selling.
Article Cold calling scripts: 16 examples and templates (+ call tips)
Cold calling scripts are one of the most useful tools for connecting with prospects in a friendly, productive way. If nerves are high, follow these templates very closely at first.
Article 12 smart sales goals for your team
Set up the right sales goals, and you’ll be set to provide customers with a thoughtful and personal buying experience.
Service
Article How customer experience is helping payment companies and digital banks to differentiate
As consumers, we are living our lives through technology – and increasingly mobile technology at that.…
Article How insurtech disruptors are teaching the industry a valuable lesson in customer experience
There’s nothing like living through a global pandemic to put insurance firmly front of mind. Capgemini’s…
Article Google Business Messages: 3 best practices for customer service teams
Meet customers where they are and build stronger connections with them through Google Business Messages.
Article How to use Apple Messages for Business for customer service
Use Apple Messages for Business to connect with customers on the Apple devices and platforms they use every day.
Culture
.jpg)
Article Making hybrid working work for your team
To say the concept of hybrid working is on everyone’s mind, would be an understatement. Over…
Article The future of customer experience: how VR, AR and 5G are changing customer service
Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…
Article Why the digital evolution starts with customer loyalty
It was Deepak Chopra who said, “All great changes are preceded by chaos.” History has taught…
Article A guide to building a customer-centric organisational culture
Your company’s organisational culture is its identity. Learn how to build a culture that’s all about your customers.
Trending
Article Grocery shopping 2.0: The rise of quick commerce and the challenges for CX
During the past couple of years as we found ourselves homebound due to various Covid lockdowns…
Article The challenges of modern CX in financial services
On 1 October JP Morgan launched its new digital retail bank in the UK. As one…
Article Rising above the average: Modernising CX in Financial Services
The Financial Services industry is a highly dynamic and challenging environment, as seen in part 1.…
Article How to use Facebook chatbots to improve customer service
Facebook chatbots are your secret weapon on Messenger.
Guides, research, and more
Forrester Consulting TEI study evaluates the ROI of Zendesk
Forrester Consulting evaluated the potential return on investment from implementing Zendesk products. Here's what they found.
Important Emerging Technologies in the Digital Workplace: A Gartner® report
A new report from Gartner outlines the technologies and strategic actions companies should take to prepare and succeed in the new future of work.
Guide Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe
To help businesses make data-driven decisions, Zendesk partnered with ESG Research to build a framework around CX maturity. See where your team stands.
Browse by topic
Want to take a deeper dive? We’ve got you covered.
Latest stories Page 5
Article What is a contact management system?
Keeping on top of your contacts is essential for any business, and contact management software can…
Article The psychology behind customer engagement with surveys
Survey design psychology is a complex field, looking not only at the way your survey appears…
Article How to ensure effective online customer service
In the traditional sense, customer service has always meant being patient, polite and as helpful as…
Article Should you offer customer assistance alongside customer service?
First of all, you might be wondering what exactly is the difference between customer assistance and…
Article Are website or app-based live chats better for customers?
According to Econsultancy, “73% [of customers were satisfied with their live chat support], compared with 61%…
Article Contact centres vs call centres: what is the difference?
Are you unsure whether to invest in a contact centre or a call centre to help…
Article A step-by-step guide to a new CRM integration
Customer relationship management (CRM) integrations can be a time-consuming and costly process if they’re not planned…
Article Should customer relationship management be a job?
Every business has customers, in whatever form that takes, and improving relationships with them should be…
Article Digital-first customer service – it’s good for customers and the bottom line
The way customers expect to interact with businesses has changed.
Article Agile practices (1): Building agile support teams
With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…
Article Here’s how European companies actually got faster at solving customer issues last year
When a customer contacts a support team, two things are top of mind—how quickly they can…
Article Agile omnichannel strategies for the post-pandemic era
What already emerged as a trend in the communication between companies and customers in 2020 has…
Article The agile CX business: From tickets to conversations
A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…
Guide Guide to the Zendesk Marketplace
When your agents can deliver a great experience, customers are more likely to do business with you.
Article The key to customer service in 2021: daring to be more agile
E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?
Article What retailers are missing in the digital transformation
Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.
Article Employee burnout: spot the signs and prevent it from happening
Last year, millions of people around the world went from working in their office, going to…
Guide How Zendesk powers an evolving workplace
Everyone is talking about employee expectations and workplace dynamics. What’s the role of the office? What does it mean to collaborate and innovate?
Article How CX leaders across industries can flex their agility
Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes
5 ways to cultivate loyal customers through social media
5 social media strategies for improving customer loyalty and connecting with customers of all ages. Develop deeper relationships with your customers and show them what your business is all about.