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8 min read

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

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7 min read

How retail is changing, from the women leading the charge

Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…

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12 min read

Sales pipeline management 101: What it is and best practices

Learn how a CRM can help streamline your sales pipeline management process.

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6 min read

What is automated customer service? A guide to success

There is a solution to long hold times and delays in email response times that customers increasingly expect: automated customer service

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4 min read

How to boost your sales success rate with live chat

Chat provides a direct line between a rep and their prospective customers. Sales teams can use chat to generate leads, improve sales conversion rates, and identify upsell opportunities

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Customer retention: Metrics, strategies, and examples

Discover tried-and-true customer retention strategies to keep customers coming back.

Article
7 min read

Taking big swings is in leader Sangeetha Rai’s DNA

As we did last year, we’re extending International Women’s Day throughout the month of March to…

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5 min read

The intelligent contact center of the future

While the proliferation of customer engagement channels can be challenging on a technological and operational level, it’s really good news for businesses

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5 min read

10 common CRM problems and how to fix them

If you take a deep look into your customer data, you can get better forecasting capabilities. In other words, you can more effectively serve your customers and understand your prospects

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5 min read

7 questions every small business should ask when looking for a CRM

Capturing the whole customer experience is hard when your data is siloed. The right CRM can help a small business bring it all together

Article
16 min read

Flying without a map: Nicole France on charting her course as an analyst

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Article
11 min read

How to create a CRM strategy and why you need one in 2024

With a CRM strategy, your team will be able to fully utilize the tool to close more sales, boost efficiency, and improve prospects’ experience

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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5 min read

3 reasons support leaders can benefit from a sales CRM

To help ensure your buyer’s journey is an effortless one, businesses will want to bridge silos and close gaps between sales and support

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5 min read

Fullscript’s best practices for scaling support operations

When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents

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9 min read

Considering customer service outsourcing? Ask these 4 questions first

In this article, we’ll clear up some of the confusion about customer service outsourcing so you’re enabled to make the best decision possible

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Customer service training: The complete guide

Prepare your team to deliver great customer experiences with this customer service training guide—and download our template.

Article
6 min read

On the ground in Miami with our customer community

It’s a Tuesday morning in Miami. I should be stressed. I should be preparing for the…

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