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3 min read
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…
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Conversion Tracking in Chat
With Conversion Tracking, you can learn which chats are helping you accomplish business goals like sales…
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7 min read
How to make a soundtrack for your life
“Splish Splash” and the “Flying Purple People Eater.” The Beatles. Goth, goth, goth. Fugazi and Bikini…
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4 min read
Agent feedback: putting the pieces together
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
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7 min read
Reduce customer effort with great service
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
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4 min read
Providing a great customer experience during the holiday rush
To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help…
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6 min read
So you got an angry response to a cold outreach. Here's what to do next
Your action plan for dealing with angry cold outreach responses should include two facets: how you will (or won’t) respond to the prospect and how you’ll change outreach going forward.
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19 min read
Amy Gallo loves a good fight. A Q&A with the woman who wrote the book on conflict.
Amy Gallo loves conflict. So much so that she believes a manager has a duty to…
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4 min read
How Zendesk customers benefit from self-service
For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…
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5 min read
AI is what dreams are made of. Just ask Disney.
We talk a lot about artificial intelligence and the impact AI will have on our culture…
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7 min read
First reply time: 9 tips to deliver faster customer service
First reply time refers to how quickly an organization can respond to a customer. Learn how to measure, track, and improve this crucial metric in our guide.
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2 min read
Keep support knowledge fresh and useful
Knowledge is the product that your support team owns and builds every day
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17 min read
We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister
Jeff Toister knows CX... but he really knows culture. Here he talks about our responsibility to…
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4 min read
Sales and support: Collaborating to increase growth
Businesses must seek to grow with existing clients and enhance the value of these relationships over time
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5 min read
Making the most of an NPS survey
What can an NPS survey tells you about your customer experience?
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3 min read
5 benefits of turning know-how into knowledge
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
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4 min read
How to support your robot co-worker
We’ll learn to work well alongside our robot co-workers, but to get there, both sides are…
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