Article

Article
14 min read

How to deal with angry customers: 17 tips, templates and examples

Knowing what to say to angry customers can turn a tense situation into an opportunity. Learn how to deal with irate customers and use our free templates.

Article
6 min read

Customer service training: 6 steps to effectively prepare your team

Step by step on how to provide customer service training to your employees! How to engage and what are the main topics in the field.

Article
6 min read

How important is data privacy to the customer experience?

Customer experience (CX) has become the business strategy, and with good reason. 75% of customers are…

Article
7 min read

How 3D visualisation can drive superior customer experiences

Guest blog from Safwen Bouali, Founder and CEO, Third Design With the crisis of 2020 our…

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

Upselling and cross-selling: Understanding the concepts and building a strategy

“Do you want to make that a meal?” It’s the most common offer at a drive-through…

Article
5 min read

CX trends 2021 in the tech and software industries: Towards a new era of customer engagement?

Europe’s tech sector is now worth four times what it was five years ago as some…

Article
7 min read

Switching from live chat to messaging

You can switch from live chat to messaging in Zendesk with just a few clicks. Here's everything you need to know to get started.

Article
5 min read

What is a customer service script and how to prepare one in 5 simple steps

Learn what a customer service script is and take a look at a simple step-by-step guide on how to make one for your company.

Article
11 min read

Sales force management: what is it and what are the benefits?

Remove ALL your doubts about sales force management: what it is, how to plan and technological solution tips to facilitate your work (a lot)

Article
4 min read

4 Customer service models for 2021 that help you and your clients be successful

Human service or automated solutions? Take a look at the service models and when to use each one in order to promote customer success

Article
6 min read

6 new sales trends for improving your results

Omnichannel presence, customisation and even voice-activated purchasing - find out about the key trends so that you can sell more in 2020 and the near future

Article
5 min read

What is customer engagement and how is this metric important to your company?

Find out what customer engagement is, how this metric is important, and discover three benefits of applying it in your company.

Article
6 min read

The Customer Success role: main activities and its importance within a company

Maintain revenue and promote customer success. See more about the activities of the Customer Success position and why having it in your company is important.

Article
4 min read

Strategy for selling services: 6 tips to increase the purchase of your solutions

Check out 6 strategic tips for selling services and learn what good practices you should adopt to leverage the results of your business.

Article
4 min read

How to engage customers: 4 techniques to strengthen your customers' relationship with your brand

Understand what customer engagement is, the advantages of investing in such strategies and 4 techniques on how to engage customers.

Article
4 min read

Employee experience: internal help desks and the future of work

Employers must adjust to new working methods so that employees have the tools they need to perform and collaborate effectively.Enter the internal help desk

Article
4 min read

CRM analytics: using data to make decisions

Take a look at the 6 main advantages of CRM analytics in order to make more assertive decisions and to optimise the company’s results.

Article
10 min read

How to set SMART goals for customer service

The road to unhappy customers is paved with vague intentions. Ok, so that’s not precisely how…

Article
5 min read

Retail in Europe: Reigniting growth after the ‘great reset’

According to the European Journal of Social Psychology it takes between 18 and 260 days to…