Sales

How to lead a digital transformation Article

How to lead a digital transformation

With both customers and employees embracing the digital economy, more and more businesses are pursuing digital transformations.

What is social selling? Definition, index and examples Article

What is social selling? Definition, index and examples

Build brand credibility and customer relationships online through social selling.

Cold calling scripts: 16 examples and templates (+ call tips) 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.

12 smart sales goals for your team 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

How customer experience is helping payment companies and digital banks  to differentiate 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.…

How insurtech disruptors are teaching the industry a valuable lesson in customer experience 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…

Google Business Messages: 3 best practices for customer service teams 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.

How to use Apple Messages for Business for customer service 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

Making hybrid working work for your team 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…

The future of customer experience: how VR, AR and 5G are changing customer service 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…

Why the digital evolution starts with customer loyalty 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…

A guide to building a customer-centric organisational culture 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

Grocery shopping 2.0: The rise of quick commerce and the challenges for CX 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…

The challenges of modern CX in financial services 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…

Rising above the average: Modernising CX in Financial Services 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.…

How to use Facebook chatbots to improve customer service 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 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

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.

Report: The State of CX Maturity among Midsize and Enterprise Companies of Europe 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.

Latest stories Page 5

What is a contact management system? Article

What is a contact management system?

Keeping on top of your contacts is essential for any business, and contact management software can…

The psychology behind customer engagement with surveys Article

The psychology behind customer engagement with surveys

Survey design psychology is a complex field, looking not only at the way your survey appears…

How to ensure effective online customer service Article

How to ensure effective online customer service

In the traditional sense, customer service has always meant being patient, polite and as helpful as…

Should you offer customer assistance alongside customer service? 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…

Are website or app-based live chats better for customers? 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%…

Contact centres vs call centres: what is the difference? 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…

A step-by-step guide to a new CRM integration 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…

Should customer relationship management be a job? Article

Should customer relationship management be a job?

Every business has customers, in whatever form that takes, and improving relationships with them should be…

Digital-first customer service – it’s good for customers and the bottom line Article

Digital-first customer service – it’s good for customers and the bottom line

The way customers expect to interact with businesses has changed.

Agile practices (1):  Building agile support teams Article

Agile practices (1): Building agile support teams

With the world changing at lightning speed, agile support teams are finding ways to quickly adapt…

Here’s how European companies actually got faster at solving customer issues last year 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…

Agile omnichannel strategies for the post-pandemic era 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…

The agile CX business: From tickets to conversations 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 to the Zendesk Marketplace Guide

Guide to the Zendesk Marketplace

When your agents can deliver a great experience, customers are more likely to do business with you.

The key to customer service in 2021: daring to be more agile 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?

What retailers are missing in the digital transformation 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.

Employee burnout: spot the signs and prevent it from happening 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…

How Zendesk powers an evolving workplace 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?

How CX leaders across industries can flex their agility 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 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.