Service
When you focus on customer service and the customer experience, you can boost the health of your business. Happier customers mean a better bottom line.
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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
Guide The Groomsman Suit offers suits customers love–at scale
The Groomsman Suit had a classic SMB problem--how could it streamline and improve support as its business grew? The company turned to the Zendesk Support Suite
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
Guide 1-Stop Connections keeps ports functioning by embracing the customer experience
For 1-Stop Connections, improving the customer experience for its customers in ports across the globe required adopting a new solution--Zendesk's Support Suite
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.
Article 6 call center training tips for building an exceptional team of agents
Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience
Guide Olala Homes scales its rental property business with Zendesk Support Suite
OIala Homes needed to elevate its customer support as its rental business grew--so the SMB turned to Zendesk Support Suite
Guide Insights to Explore: A change management guide
The role your data plays has probably evolved since your business has grown, which means it’s…
Guide How Sendcloud scaled smartly as it faced exponential growth
Sendcloud helps thousands of European SMBs optimize their online shops and connect to a host of international carriers. As Sendcloud's business grew, it turned to Zendesk Support Suite to improve agent efficiency and offer robust self-service options
Article The keys to excellent internal help desk management
These internal help desk management tips can help set up harmonious employee and user expectations around help desk response times.
Guide Feed. provides proactive, customer-pleasing support with Zendesk
Feed. faced a problem common to SMBs: customer support tools that couldn't scale with growth. Learn how Zendesk helped Feed boost customer satisfaction
Article How to navigate the lasting impacts of COVID-19 on customer support
Forget what you think you know about customer support, for now. In just a few short…
White Paper Gartner: Improve employee experience to drive improvements in customer experience
Industry leaders need to recognize exactly what kind of impact employees are having on a customer’s experience, and take direct steps to ensure that the employee experience is up to par
Article 6 essential skills for successful change management
Managing change isn't just a normal part of business, it's a normal part of life. Here are 6 skills your team needs to navigate change successfully
Guide Why a good employee experience is the backbone of good customer experience
Delivering a great employee experience gives companies a leg up in executing excellent customer experiences, too.
Article Organizational change management: 8 proven models to help navigate change
8 top change management models and change management definitions
Article 10 basic strategies for creating & designing a knowledge base
Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple