How tech companies are using AI to control costs in ‘year of efficiency’

Find out how leading tech and SaaS companies are using AI to reduce customer service costs and increase productivity.

Article
3 min read

New standard in CX–measuring customer emotions

Take a moment and think about your latest purchasing experiences. Can you recall buying a product…

Article
5 min read

The new frontier in finserv: immersive CX with conversational AI

Getting customer service right is vital for customer retention across all sectors, but the stakes are especially high for financial service providers, given the high lifetime value of customers, and the increasing shift from brick-and-mortar to online banking. Artificial Intelligence (AI) is playing a critical role in customer journeys, giving customers new ways to bank.

Article
15 min read

What are customer profiles? A complete guide, examples and free templates

Leverage data to build rich customer profiles so you can provide more relevant, personalised experiences.

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
9 min read

Value chain: definition, examples and guide

The value chain gives you the tools to maximise your company’s value and profit margin by evaluating all business activities.

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100+ catchy sales slogans and taglines that customers will love

The best sales slogans and taglines live on in your customers’ minds for years to come. Learn what makes a catchy slogan and how to use it to generate next-level sales.

Article
4 min read

6 easy steps to trial Zendesk Talk

Zendesk believes phone support is a powerful way for companies to help their customers – and,…

Article
13 min read

What is a sales funnel? Strategies on how to create one (+ examples and templates)

A sales funnel is critical for understanding the path to purchase. Learn how it works and how to build one so you can increase conversions.

Article
2 min read

Play nicely in the ticket queue using the Play button or Guided mode

Optimising ticket workflow is top of mind for any customer service manager and becomes even more…

Article
3 min read

Default triggers explained

Triggers are business rules that are automatically executed in response to certain events that have occurred…

Article
2 min read

Community tip: how to set a reminder on a ticket

It’s great to be able to put a ticket on hold but I’m sure you’ve suffered…

Article
7 min read

Top 10 change management models: a comparison guide

Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organisational shifts.

Article
5 min read

Welcome to Showcase: where we shine a light on the intelligent heart of customer experience

Customer experience is now shaping the way companies across the world do business. We’ve seen companies…

State of Financial Services CX 2023

Get the latest research and expert tips on how to create game-changing financial services CX in 2023.

Article
7 min read

What is first contact resolution (FCR)? Benefits + best practice

When used wisely, first contact resolution (FCR) can help increase agent efficiency and drive improvements in the customer experience.

Article
9 min read

What exactly is direct selling? | A direct sales explainer

Don’t be so quick to dismiss D2C sales. With more customers shifting online, you need to take advantage of the growing direct selling market.

Article
5 min read

What is a knowledge base? The essential tool you’re missing

Help customers find their own answers by offering a knowledge base – a virtual library of information about your product or service.

Article
19 min read

What is conversational commerce?

Conversational commerce isn’t just a trend – it’s a new way of connecting with customers.

Article
5 min read

Horizontal Experience: what is it and how can companies benefit from it?

It’s no secret that customer experience is now influencing the way many companies operate. Adopting a…