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4 min read
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
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8 min read
A strategy for using support data to create marketing content that works
The terms content and marketing go hand-in-hand, which is why, for many businesses, content can feel…
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4 min read
Customer service BPO: What is it + do you need it?
Customer service BPOs can help you reach your support goals. Learn what they are and how to determine if they are right for your organization.
Article
8 min read
Is it time for your startup to form a customer advisory board?
A customer advisory board (CAB) is a highly specific animal, with a focused, strategic reason for…
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7 min read
Overcome forecasting anxiety with a scientific sales forecasting model
Learn how to overcome forecasting anxiety by using a data-guided process: from giving your scoring strategy a tune-up to measuring across conversion points, these strategies will help you build a solid sales forecasting model.
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3 min read
3 benefits of proactive engagement
Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve
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7 min read
How Not to Give a F*ck—the book that dares you to pick it up
Editor’s note: So much great business advice, so little time to read. That’s why each month…
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8 min read
How to create the perfect sales stages journey
Think of your sales-process as a road trip and your sales stages as stops along the way. Create a road map to help your reps turn deals into customers.
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3 min read
13 SFW questions to build better relationships
A few years ago, a study was released that most people remember, erroneously, as “The 36…
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4 min read
Your customers are important--and so is their data
Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for
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7 min read
Choosing the right social impact activities for your brand
How do you attract top-notch talent, engage your staff like never before, bring in more customers,…
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4 min read
5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
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8 min read
The role accents play in customer service
If you haven’t yet seen Sorry to Bother You, it artistically and absurdly illustrates the very…
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3 min read
Solving your customer problems without causing more problems
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
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10 min read
5 customer-centric sales lead generators
Turn leads into customers by providing value and creating a relationship with these five customer-centric sales lead generators.
Article
5 min read
4 tips for springboarding from Tier 1 support
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
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8 min read
Should D&I training be mandatory?
Racism embarrasses a major corporation; the company takes public steps to make amends; rinse, repeat. It’s…
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