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Help desk vs service desk: what’s in a name?

Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs

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Build a sales management process that works in 4 steps

Creating an effective sales management process is essential for new and experienced sales managers alike. Here are four steps to build a sales management process.

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34 powerful CRM reports you should be using

CRM reporting provides valuable insights that can improve your sales process. But do you know which reports can provide answers to which sales questions?

Guides and ebooks
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Go beyond support: Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information on your customers. With…

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

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How Zendesk helps HR teams with the employee experience

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…

Ebook
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How Zendesk helps IT teams with the employee experience

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…

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CRM best practices for every stage of the sales funnel

Learn how to get the most out of your CRM through every stage of the sales funnel, from prospecting to won/lost deals.

Article
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What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or…

Article
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Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

Article
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What is a support ticket?

Support tickets offer a wealth of data about your customers that can benefit your entire organisation – but what do support tickets actually look like?

Article
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Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…

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Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Article
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How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

Article
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10 types of customer service you should know

Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.

Article
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Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

Article
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Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations about preferred engagement channels.

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How to forecast sales: sales forecasting methods and models

Sales forecasting is a key component of any business. Implement correct sales forecasting techniques to improve your business decisions.

Article
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Bad customer service: 7 examples and how to improve it

Bad customer service is what happens when a company fails to meet customers' expectations. Get tips for your team to avoid creating poor customer experiences.