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6 contact tracing best practices—and how technology can help Article

6 contact tracing best practices—and how technology can help

Improving the contact tracing experience helps students, citizens, and employees feel more connected and trusting of their school, local government, or workplace

What’s my job again? On returning from parental leave Article

What’s my job again? On returning from parental leave

The first time I left on parental leave, my company had just been acquired. As a…

How to connect with your silent customers Article

How to connect with your silent customers

Most customers don’t leave feedback. Some research shows that, in fact, 85 percent of customers won’t…

Personalize outreach at scale with sales engagement automation Article

Personalize outreach at scale with sales engagement automation

To help sales teams make personalized lead outreach more efficient, we’re launching new sales engagement automation tools for Zendesk Sell

Integrations abound Article

Integrations abound

New Zendesk app integrations are here. Learn all about how these new integrations can ease workloads…

Building empathy with your customers Article

Building empathy with your customers

Employing empathy for new and existing customers has become essential to customer service as the need for thoughtful and efficient responses has increased

Work smarter: Live chat best practices Article

Work smarter: Live chat best practices

As with any communication channel, there’s a right way and a less effective way to offer…

Zappos’ ‘Customer Service for Anything’ is a very human experience Article

Zappos’ ‘Customer Service for Anything’ is a very human experience

As an extrovert, I’ve been struggling with a lack of social interaction while working from home.…

Trustpilot goes all in on self-service and gets results Article

Trustpilot goes all in on self-service and gets results

Trustpilot makes content easily accessible, improving agent efficiency and harnessing actionable analytics that can lead to the kind of self-service that drives scalability

Finding solace as we face uncertainty and ambiguous loss Article

Finding solace as we face uncertainty and ambiguous loss

In the first months of winter, we knew who we were. Most of us were barely…

Use group messaging to deliver great customer experiences Article

Use group messaging to deliver great customer experiences

Multiple moving parts can come together like a well-oiled machine, and group messaging is quickly becoming the way to do just that.

How the International Rescue Committee welcomes asylum seekers and refugees to the U.S. Article

How the International Rescue Committee welcomes asylum seekers and refugees to the U.S.

Every day, approximately 37,000 people in countries ravaged by war or violence make the difficult decision…

How Zendesk’s Tech for Good partners support refugees worldwide, and how you can help Article

How Zendesk’s Tech for Good partners support refugees worldwide, and how you can help

Zendesk supports several organizations that provide essential services to refugees, migrants, and asylum seekers. This World Refugee Day, learn how you can help, too.

Stop for a CX moment—actionable advice from industry leaders Article

Stop for a CX moment—actionable advice from industry leaders

As we gradually adjust to the nuances and complexities of this “new normal”, businesses are focusing…

5 components of a winning knowledge base article template Article

5 components of a winning knowledge base article template

The key is to find the right mix of knowledge base article templates for your customer-audience

How messaging apps help connect immigrant and diaspora communities Article

How messaging apps help connect immigrant and diaspora communities

Group chats have been an extension of my social circles for as long as I’ve had…

Customer service definition and skills for 2020 and beyond Article

Customer service definition and skills for 2020 and beyond

Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships

Inclusive leadership has never been more imperative Article

Inclusive leadership has never been more imperative

As our nation struggles with and rallies around a re-awakening of racial injustice that has been…

Through the CIO lens: 5 important CX trends for 2020 Article

Through the CIO lens: 5 important CX trends for 2020

Learn more CX trends we're seeing in 2020 and find out how CIOs are in a unique position to drive their organizations toward customer centricity.

What is call center software? Article

What is call center software?

Call center software can help your agents meet these expectations with minimal effort. The key is understanding the features and benefits that call center software can offer and then deciding which ones you need most.