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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…

Article
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.

Article
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…

Article
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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