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Agility in Action (3): Design your team to stay productive through change

Whilst becoming agile allows companies to respond faster and better to changing customer trends and benefit…

Article
18 min read

Cold calling scripts: 14 examples, templates, and tips

Cold calling scripts can help you get more leads and reach sales goals. Get tips on how to write effective scripts, and start crafting your own with our free templates that actually work.

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3 min read

How can sales management tools benefit your customers? 

Sales management software is a great way to keep all of your customer data and customer…

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4 min read

Can chatbots make the insurance industry more human?

When you think insurance, you probably don’t think digital innovation. For most of us, shopping for…

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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3 min read

Agility in Action (2): Invest in flexible technology to allow your organisation to meet their customer experience goals

We previously examined the importance of self-service options and messaging as a way of making it…

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5 min read

Real-life lessons from agile customer support organisations

Creating and maintaining a competitive advantage is a top priority for any organisation. However, as the…

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5 min read

Agile practices (4): Prioritising fast responses with live channels and social messaging

There’s no magic formula for agility. What works for your team (and your customers!), may not…

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2 min read

Agility in Action (1): Make it easy for your customers to help themselves and respond to customer preferences

In this first part of our ‘Agility in Action’ series we examine two aspects that have…

Article
7 min read

What is forum software and how can it benefit customers?

Before there was social media, there were forums. And now there is social media, there are…

Article
6 min read

Live chat: how can you make it work for your customers?

Live chat customer support is proven to be an effective way to communicate with customers or…

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5 min read

How to identify customer needs and expectations using data

You may think your products or services are the bees’ knees, and you might be right.…

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6 min read

Is a ticketing system the best way to manage customer queries?

“You are number … twenty-four… in the queue.” We’ve all heard this message after calling a…

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6 min read

How to use knowledge management software to make customer service decisions

Knowledge management systems have revolutionised customer services over the past decade. The joined-up, database-driven blend of…

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6 min read

What to look for in your knowledge management system

The knowledge a company holds is a crucial and integral part of its value. Along with…

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6 min read

Benefits and challenges of CRM marketing

We’ve all heard of customer relationship management – or CRM software, as it’s more commonly known.…

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8 min read

A guide to CRM software for small businesses

As a start-up or a small business, you’ll be starting to build up your customer base…

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11 min read

B2B customer service: what it is and how to do it right

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts.

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3 min read

Agile practices (3): Customers are turning to messaging. Why aren’t you doing the same?

If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and…

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1 min read

3 steps to make digital CX more personal

Nothing has accelerated the digital shift quite like the recent pandemic. Within some weeks businesses had…