Beyond the bottom line: Building a business on customer empathy
We seem to agree that a sense of customer empathy should be embedded into our day-to-day work, but turning that intention into a strategy and unified organizational vision is an essential evolution of that idea
Time to team up: Zendesk’s new partner program
Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences
Optimize your support solution: a checklist
Your customer support technology should evolve with you as your business scales and changes. Use these steps as a map.
Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with the likes of today’s leading brands
Beyond “buy 10 get one free”: What is customer loyalty?
What exactly does real customer loyalty look like? We asked CX practitioners and experts for their best tips for building customer loyalty.
Values versus reality: surprising gaps in customer service
We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering.
Mastering change management
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
Making CX smarter and more personalized with Zendesk and AWS
We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming integration: the Zendesk Events Connector
How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Start providing personalized customer service
There are many upsides to personalizing your customer service, but doing so can be a tightrope walk. Here are some tips for providing personalized customer service and customer experience at scale.
‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.
Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
3 ways to turn your call center into an experience center
Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers
The Groomsman Suit 如何大規模提供量身定制的客戶關懷
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
What does customer service mean to you?
Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them
Customer support executives and the many roles they must play
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
What’s your type? 4 types of customer service operations
“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided to explore this idea by looking beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate
How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
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.
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.