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Customer engagement platforms: examples and top features for 2021 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.

We can cultivate empathy anywhere, even from our living rooms 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…

New integrations from Zendesk Article

New integrations from Zendesk

New Zendesk app integrations are here. Learn all about how these new integrations can help your agents

Stop for a CX moment—4 lessons from leaders guiding their teams through change 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…

We use self service to decrease ticket volume, and you can too 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.

Answer Bot is here to help: Better comprehension, more languages, less effort 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.

What is a mobile help desk? 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

The knowledge management system in practice Article

The knowledge management system in practice

A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.

6 tips for creating mobile-friendly emails Article

6 tips for creating mobile-friendly emails

Mobile optimization is an important part of any business success strategy

What we can learn from our veterans about resiliency and connection 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,…

Real heart, enabled by AI: Talking it out with Sibly founder and CEO Moe AlKadi 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…

SMBs can do more with less during times of change 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.

The best knowledge management system examples 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

Consumer trends during The Great Reset: How do we want to move forward? 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…

Zendesk is FedRAMP authorized 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

How to start a call center (without breaking the bank) 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.

Text support: get it right the first time 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…

What’s a BPO call center and what does it do? 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

Leading with empathy: What you don’t say is just as important as what you do 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…

How to calculate customer retention rate + other retention metrics 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.