Article
Article
10 min read
Here’s how European companies actually got faster at solving customer issues last year
When a customer contacts a support team, two things are top of mind—how quickly they can…
Article
6 min read
Agile omnichannel strategies for the post-pandemic era
What already emerged as a trend in the communication between companies and customers in 2020 has…
Article
6 min read
The agile CX business: From tickets to conversations
A decade ago, the rise of social media pushed communications into the public sphere, incentivising businesses…
Article
5 min read
The key to customer service: daring to be more agile
E-commerce growth in the UK has reached record highs. Across all industries, businesses that invested in improving their adaptability with digital technology are coming out of the pandemic in significantly better shape than their competitors. What lessons can businesses learn?
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 retailers are missing in the digital transformation
Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change.
Article
6 min read
Employee burnout: spot the signs and prevent it from happening
Last year, millions of people around the world went from working in their office, going to…
Article
9 min read
How CX leaders across industries can flex their agility
Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes
Article
5 min read
The business imperative of supporting your people
It’s no secret that the workplace has changed quite a bit over the past year.
Article
10 min read
What is WhatsApp Business? Understanding the difference between WhatsApp and WhatsApp Business
Messaging apps have the highest customer satisfaction rating of any support channel and their usage has skyrocketed.
Article
5 min read
Agile customer service
Being flexible and acting fast — these two traits have become the focus of companies across…
Article
5 min read
The future of customer experience: how VR, AR and 5G are changing customer service
Over the past 15 years, new technologies have entered the market at an increasingly rapid pace…
Article
5 min read
Give your agents the context they need to solve customer problems
When surveyed, more than half of customer service agents said they usually have to switch between different systems to solve a customer request.
Guides and ebooks
4 min read
How To Work Better And Smarter In Customer Service
To ensure your customers are always happy, your service team needs to be happy too. By…
Article
7 min read
Customer Experience (CX) - Taking a customer-first approach
Customer experience is a term you are probably already familiar with if you’re a mid-market or…
Article
6 min read
How to invest in the right CX technology for the future of your business
Achieving business success has always been a balancing act. On one hand, it’s about understanding how…
Article
11 min read
5 sales commission structures: pros, cons and how to choose the right one
Pick the right commission structure to keep sales agents motivated and improve your bottom line.
Article
6 min read
Customer service vs. customer experience: Here’s the difference
Learn the key difference between customer service and customer experience to instantly improve how you serve your customers.
Article
5 min read
Finding the recipe for the new, connected retail experience
To say that 2020 was a challenging year for retail is somewhat of an understatement. But…
Article
4 min read
How to scale a customer success team with a low-touch approach
Contribution from Raphael Presberg, Co-founder, Nalia Many B2B SaaS startups struggle with scaling up their CS…
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