Leadership

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5 questions every IT leader should ask of their CRM platform Article

5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need in a CRM platform, there are five important…

Growth requires change Article

Growth requires change

Company growth yields many opportunities and challenges.

The data-driven path to building a great help centre Guide

The data-driven path to building a great help centre

While companies may differ in how they approach their knowledge content, customers agree that self-service interactions can make or break the support experience

8 support manager skills to develop Article

8 support manager skills to develop

Organizations and management structures are always changing.

Vacation-ing the premises Article

Vacation-ing the premises

We see ourselves as customer driven, dedicated, and hard-working.

Improving retail experiences with conversational commerce Article

Improving retail experiences with conversational commerce

Customer support is no longer a destination.

Be a good neighbor, become a good business with CSR Article

Be a good neighbor, become a good business with CSR

When we started our corporate social responsibility (CSR) journey seven years ago, we were small and scrappy: approximately 60 employees.

What you didn’t know about self-service: 5 departments that benefit, too Article

What you didn’t know about self-service: 5 departments that benefit, too

Self-service can have a positive impact on every department within an organization—not just your team of agents or the customers they’re working hard to serve.

Choose wisely: What to ask a potential vendor Article

Choose wisely: What to ask a potential vendor

Even when you’re anxious to leave a software or service behind, making the change to a new customer service solution can be hard.

4 industry leaders on how they use the Knowledge Capture app Guide

4 industry leaders on how they use the Knowledge Capture app

We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.

SEO and customer service: The benefits of aligning efforts Article

SEO and customer service: The benefits of aligning efforts

Did you arrive here from Google to learn more about how SEO can improve customer service?

Why it’s worth having your own branded community Guide

Why it’s worth having your own branded community

There are many surprising benefits to hosting a branded community in addition to supplementing a help portal, including better SEO, knowledge sharing, customer engagement, and more

Raising the bar as a customer support leader Article

Raising the bar as a customer support leader

There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them

8 Customer service baselines Article

8 Customer service baselines

Setting customer service baselines and then hitting them is essential for not only delivering on your goal of providing great customer service, but also for evaluating how the support team is

Reduce customer effort with great service Article

Reduce customer effort with great service

Customer effort reduction is in the spotlight now, as you well know, and we’re all spending plenty of time sorting out what it all means for how we design our products and processes and how we

How’s your first reply time? Not fast enough. Article

How’s your first reply time? Not fast enough.

When it comes to first reply time (FRT) and its affect on customer satisfaction, faster is better.

Sales and support: Collaborating to increase growth Article

Sales and support: Collaborating to increase growth

This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives

Relate Live: Transform your team, tech, and CX Article

Relate Live: Transform your team, tech, and CX

This October, Zendesk’s global conference, Relate Live, is heading to New York City.

Save the day with a churn survey Article

Save the day with a churn survey

“It’s not you, it’s me.

Sales and support: acquiring customers Article

Sales and support: acquiring customers

Editor’s Note: This is the first post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business