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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

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5 ways financial services are banking on conversational customer support

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

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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.

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The ultimate guide to creating a customer-centric business

Lots of brands claim they’re customer-centric and always putting their customers first. But is that really true?

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.

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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.

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

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

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By 2035, analysts expect a primarily digital society.

"Digital is changing our entire social contract, the implicit understanding of what our society is based on," said Scott Smith, Director of Webinar Content for Gartner

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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

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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.

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The Zendesk Customer Experience Trends Report 2020

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…

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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.

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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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Sales cycles: 7 stages + best practices

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

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Top 22 benefits of chatbots for businesses and customers

Not all bots are bad—when it comes to customer service, the benefits of chatbots are many. See how the technology can take your customer support to the next level.

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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,…