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3 best practices to cultivate loyalty in customer service

Not long ago, loyalty in customer service was fairly simple, both in meaning and in method.…

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8 cognitive biases that affect how you manage your team

Managers are expected to make split-second decisions, day in and day out, tracking who is working…

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How stereotypes in chat may not be too helpful

We’re all familiar with the conventional wisdom around how to use gifs, emojis and a generally…

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Expanding omnichannel support with WhatsApp

Customers expect to connect with companies in the channels that are important to them. For many people that channel is WhatsApp.

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

The future employee experience is personalized

I recently wrote a piece about sensory customer experiences for Relate where I imagined how software could create sensory work experiences that included music, visual environments and even aromatherapy

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Shattering the Stereotypes of Chat

“Which channel should I be using to talk to my customers? How can I be ready…

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14 min read

Sales cycle: What it is and how to use it to close deals faster

When you understand the sales cycle, you can experience success more consistently. Learn how to make the most out of yours.

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5 benefits of using customer service chatbots with AI

Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike

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3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…

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23 min read

10 sales pitch examples that work (+ tips for writing your own)

Craft an engaging sales pitch to pack your pipeline with high-quality leads.

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8 min read

What is the difference between chat and messaging?

Chat and messaging are two popular methods to connect with your customers. Learn why different communication methods provide a better customer experience (CX).

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6 min read

What is service recovery? 6 strategies and steps for success

Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery programme can help

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9 min read

Personalisation’s deep data foundations

Data-driven personalisation is the Holy Grail of marketing today. Various studies, mostly sponsored by retail-related organisations,…

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4 min read

The 5 most important customer service techniques

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

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5 min read

Messaging apps are open for business

Customers want to communicate with businesses the way they would a human. They want experiences that…

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5 min read

Cultivate community for a better customer experience

A robust user community is a powerful combination of support, social networking, and communications that streamlines the customer experience across the board. Here’s how it can start driving results immediately.

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8 min read

The new sales manager’s guide to sales reporting

Sales reporting is essential for every data-driven company. Learn why it's important and the five most important sales reports for new sales managers.

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15 min read

Customer data management: 8 best practices for CDM success

Customer data management is the practice of ethically collecting, securely storing, and seamlessly managing customer information. Read on for eight tips for CDM success.

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1 min read

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…