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Article Customer engagement platforms: examples and top features for 2021
Real connections with customers can improve customer satisfaction, sales, and retention. A customer engagement platform helps businesses manage complex customer relationships.
Article We can cultivate empathy anywhere, even from our living rooms
Right now, connecting with others can be hard. Sometimes it’s the WiFi that cuts out, other…
Article New integrations from Zendesk
New Zendesk app integrations are here. Learn all about how these new integrations can help your agents
Article Stop for a CX moment—4 lessons from leaders guiding their teams through change
There’s no predetermined “right” way to run a business during a global pandemic. Over the last…
Article We use self service to decrease ticket volume, and you can too
Improving your self service content can help you decrease ticket volume in times of crisis and beyond. Follow these steps to identify impactful changes.
Article Answer Bot is here to help: Better comprehension, more languages, less effort
With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.
Article What is a mobile help desk?
Mobile help desk software can give agents the tools they need to do their job from anywhere with an internet connection
Article The knowledge management system in practice
A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.
Article 6 tips for creating mobile-friendly emails
Mobile optimization is an important part of any business success strategy
Article What we can learn from our veterans about resiliency and connection
Aided by the Coronavirus pandemic, the U.S. is bracing for a mental health crisis that was,…
Article Real heart, enabled by AI: Talking it out with Sibly founder and CEO Moe AlKadi
I had the pleasure to sit down with Moe AlKadi, co-founder and CEO of Sibly, and…
Article SMBs can do more with less during times of change
Few have felt the impacts of COVID-19 more than small businesses. But there are opportunities to build a CX response that punches above your weight.
Article The best knowledge management system examples
Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop
Article Consumer trends during The Great Reset: How do we want to move forward?
As governments and businesses talk about how to open back up after shelter-in-place orders, there’s a…
Article Zendesk is FedRAMP authorized
Zendesk takes security very seriously—just ask the Fortune 100 and Fortune 500 companies that trust us with their data
Article How to start a call center (without breaking the bank)
What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.
Article Text support: get it right the first time
Including text support as part of your multichannel strategy is a great way to provide better…
Article What’s a BPO call center and what does it do?
If your business doesn’t have the bandwidth to adequately handle all your inbound and outbound calls, you may want to consider outsourcing. Read on to learn how a BPO call center can step in
Article Leading with empathy: What you don’t say is just as important as what you do
Early in the COVID-19 outbreak, it was comforting to say, “We’re all in this together.” What…
Article How to calculate customer retention rate + other retention metrics
While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.