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Latest stories
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4 min read
In service of patient-centered research
The Patient-Centered Outcomes Research Institute (PCORI) adopted Zendesk Support for its IT department and then rolled out the product to the entire organization
Article
7 min read
Welcome to the wonder of the West Coast work culture
Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…
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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5 min read
Map a customer-centric omnichannel support strategy
The best omnichannel strategy is designed around the customer so that they can move as fluidly between channels as your agents can
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4 min read
Design a strategy for seamless omnichannel support
Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of
Article
6 min read
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of full-time US employees who regularly work at home has grown by 115% since 2005.
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5 min read
How Spokeo connects more people, faster than ever
Spokeo uses the Zendesk Support, Guide, and Chat products, along with a key integration with Tymeshift, to provide seamless omnichannel support across its email, live chat, and self-service channels
Article
7 min read
First reply time: 9 tips to deliver faster customer service
First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.
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4 min read
Sales and support: Collaborating to increase growth
This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives
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4 min read
Making the most of an NPS survey
What can an NPS survey tell you about your customer experience?
Article
5 min read
Operation integration
Check out our great new apps and integrations, all designed to help you make the most of Zendesk: Lightning Macros Lightning Macros is a handy app that helps you customize your macros on the fly
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4 min read
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating
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2 min read
How will artificial intelligence assist customer service agents?
The latest innovations in artificial intelligence will showcase features with big upsides for agents
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3 min read
Knowledge management is power—and empowering
Equipping your frontline customer service teams with product knowledge is one thing.
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14 min read
Customer journey map: What it is and how to create one (and examples)
Every company wants to understand what makes customers come to their business – and what makes them leave.
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4 min read
Fantastic voyage: Customer journey mapping is well worth the effort
Customer journey mapping is a way for companies to see what customers really and truly experience with your brand, whether they’re browsing your knowledge base or being talked through a concern by
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3 min read
Which call center metrics should you really focus on?
There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place
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4 min read
Customer success for the win-win
Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible
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