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8 min read

What is lead scoring + the best lead scoring models

To consistently find strong potential customers, sales reps need a lead scoring model. Here we’ll look at the seven factors that all robust lead scoring models have in common

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6 min read

Let email lead the way with AI in customer service

Providing excellent customer service is harder today than it’s ever been. There’s an increasing number of…

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5 min read

3 ways to make AI practical and accessible in CX

Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

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3 min read

State of Messaging 2020: Conversational business goes mainstream

In our annual conversational business report, State of Messaging 2020, we look at the biggest messaging stories from the past year, along with research, reporting, and predictions on how the future of messaging between brands and customers will play out

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7 min read

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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3 min read

The 4 most important ways software impacts your customer experience

Customers may not be interested in your customer experience software – but your company absolutely should be

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5 min read

3 strategies to improve customer service enablement

It’s no secret that providing exceptional customer experiences is both a competitive advantage and a proven…

Article
14 min read

Diving deep into CX trends: a Q&A with Ray Wang

Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends

Article
8 min read

'Kill Reply All'—a rallying cry for better digital etiquette

Modern technology has changed the way we communicate. From email to Slack to WhatsApp, every new…

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Article
11 min read

The ultimate lead qualification checklist in just 5 questions

With a lead qualification checklist, your organization has a tool for staying aligned, organized, and accurate when it comes to evaluating prospects

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6 min read

Optimizing agent performance is everyone's job

W. Edwards Deming said it best, “Quality is everyone’s responsibility.” While this statement rings true in…

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15 min read

How to create a customer-centric strategy in 2024

Customer centricity is the ability to understand consumers and make business decisions based on their needs. It's putting the customer at the center of everything you do.

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Join the Zendesk Experience Research Panel and help shape the future of our products.

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7 min read

Beyond vanity metrics: 3 data points to fuel growth

Last year, we set out to answer a notoriously difficult customer service and experience question: “Does…

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9 min read

Customer loyalty is great, but what about loyalty to customers?

“Brands need to stop thinking about how customers are loyal to them, but how we are…

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5 min read

Learn from the past and prepare for the future with monthly recurring revenue

Learn how monthly recurring revenue is calculated and how SaaS companies can leverage it to create more accurate sales forecasts and better budgets.

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15 min read

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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7 min read

So you work in customer service: where do you go from here?

Picture it—you sit down at Thanksgiving dinner, and you’re excited to dig into a plate loaded…

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