Guides and ebooks
15 min read

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an on-site team. Complete trust and…

Article
7 min read

How to build a sales CRM process

How do you upgrade your sales process to be more straightforward and efficient? The answer is…

Article
4 min read

Drive revenue with customer analytics

As companies grow, customers suffer. For small and medium-sized businesses, tracking relevant data is crucial to providing the best CX possible

Article
5 min read

30 customer service email templates and best practices for contacting customers

Use these customer service email templates along with customer support software to speed up your email workflows, save time, and increase efficiency at scale.

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Article
5 min read

What is a sales CRM?

When most people refer to CRM (customer-relationship management) they’re referring to software or a tool that…

Article
7 min read

Your guide to customer service email management software

Keeping email under control is critical to good customer experience. As your business grows, consider using customer service email management software

Article
4 min read

Introducing The Zendesk Sales Suite

The Zendesk Sales Suite removes the difficulties of sales software so that teams can spend more…

Guides and ebooks
1 min read

Getting started with Sunshine™

If you’ve ever called a company with a question, only to be bounced to different departments…

Article
10 min read

Customer focus: 6 tips for turning your company into a customer-focused business.

Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy

Whitepaper
1 min read

Engaged employees and collaboration: how internal help desks help

Employee expectations are rising in tandem with customer expectations. Your employees expect the same kind of…

Article
7 min read

The best lead scoring models have these seven factors

To consistently find strong potential customers, sales reps need a lead scoring model. Here, we’ll look at the seven factors that all robust lead scoring models have in common.

Article
3 min read

The state of messaging 2020: Conversational business goes mainstream

In our annual conversational business report, The state of messaging 2020, we look at the biggest messaging stories from the past year, along with research, reporting and predictions about how the future of messaging between brands and customers will play out

Article
7 min read

5 ways financial services are banking on conversational customer support

Financial services are leaning into modern conversational experiences to manage their customer relationships

Article
3 min read

The four most important ways in which software affects your customer experience

Customers may not be interested in your customer-experience software – but your company absolutely should be.

Article
16 min read

Customer complaints: definition, examples and resolution tips

Customer complaints aren’t ideal, but they can help improve your business. Here’s how to handle them in an impactful way.

Article
8 min read

Total revenue formula (+ 4 metrics every sales rep should know)

Use five key formulas to help you evaluate your company’s finances.

Guides and ebooks
1 min read

A guide to mobile CRM

Your sales team are unlikely to be in front of their computers all day, so they…

Article
7 min read

How to leverage the exponential smoothing formula for forecasting

In this post, we’ll cut through all of the dense algebraic equations to explain what exponential smoothing is and how it’s used in sales forecasting

Article
12 min read

11 ways to deliver good customer service: principles + tips

Good customer service is critical for retaining and acquiring customers. Learn how to meet and exceed customer expectations in our guide.