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BrandViews / Zendesk

What Customer Engagement Actually Means

by Katharine Crane - Congrats — you have a product or service that people appreciate enough to pay for. But your offering, even…

April 2, 2020
BrandViews / Zendesk

Improve Customer Loyalty and Retention by Focusing on Relationships

by Sarah Olson - Ask any business leader, and they’ll tell you that yes, of course, they want loyal customers. But the path…

April 1, 2020
BrandViews / Zendesk

How to Spot a Phishing Attack

by Sarah Olson - The average office worker receives 121 emails per day. When faced with information overload such as this, it can…

April 1, 2020
BrandViews / Zendesk

How to Choose the Best CRM for Your Business Needs

by Sarah Olson - If you asked someone 30 years ago what customer relationship management (CRM) meant, you’d get a very different answer…

March 31, 2020
BrandViews / Zendesk

How Online Retailers Are Transforming the Customer Experience with Conversational Commerce

by Hannah Wren - In August 1994, the very first e-commerce transaction took place when a man sold a Sting CD to a…

March 31, 2020
BrandViews / Zendesk

Customer Relationship Management: A Guide

by Leah Kidd - Over the past 30 years, the term customer relationship management (CRM) has evolved with the times—what was once seen…

March 27, 2020
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5 Ways to Use a Customer Portal to Foster More Trustworthy Customer Relationships

by Hannah Wren - Research is clear: customers want to help themselves. In fact, 69 percent want to resolve as many issues as…

March 27, 2020
BrandViews / Zendesk

The Intelligent Contact Center of the Future

by Jesse Martin - With so many new customer communication channels opening for business, the classic contact center can seem kind of old…

March 19, 2020
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3 Reasons Support Leaders Can Benefit From a Sales CRM

by Hannah Wren - With 89 percent of companies competing primarily on the basis of customer experience, customer service has become a critical…

March 18, 2020
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Transitioning to a Remote Workforce

by Amanda Roosa - In the case of a sudden public health crisis, all debate on the pros and cons of a remote…

March 12, 2020
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How to Build a Sales CRM Process

by Amanda Roosa - Legendary engineer and management consultant W. Edwards Deming once said, “A bad system will beat a good person every…

March 11, 2020
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Driving Revenue With Customer Analytics

by Jesse Martin - If you’ve ever watched The Office, you might remember the episode when Dwight and Jim discover that their customers…

March 10, 2020
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Leveraging Customer Service to Impact Customer Acquisition

by Hannah Wren - Businesses tend to primarily associate customer acquisition with marketing and sales. They often leave customer service out of the…

March 5, 2020
BrandViews / Zendesk

The Gift of Productivity: 3 Benefits of Customer Service Team Diligence

by Leah Kidd - Not long ago, handle time was the chief measure of customer support agent productivity. Managers optimized everything they could…

February 25, 2020
BrandViews / Zendesk

6 Tips for Building an Effective Customer Focus Strategy

by Hannah Wren - Customer expectations are higher than ever before, and your customers are scrutinizing your business more intensely than ever. They’re…

February 25, 2020
BrandViews / Zendesk

The 3 Pillars of Effective Sales Leadership

by Amanda Roosa - In most organizations, the highest-performing sales reps are eventually promoted to management. But being a manager is a much…

February 25, 2020
BrandViews / Zendesk

The Best Lead Scoring Models Have These 7 Factors

by Amanda Roosa - A business can’t thrive without lead generation, however, the more leads you generate, the more selective you have to…

February 21, 2020
BrandViews / Zendesk

3 Ways to Make AI Practical and Accessible in CX

by Katharine Crane - In the past 3 years, the AI space has become so noisy that even seasoned executives struggle to cut…

February 20, 2020
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State of Messaging 2020: Conversational Business Goes Mainstream

by Jesse Martin - Messaging has changed the way we communicate. Relationships big and small — from the personal to the political to…

February 19, 2020
BrandViews / Zendesk

5 Ways Financial Services Can Use Messaging to Create a Better Experience

by Hannah Wren - The emergence of bots, AI, and interactivity in messaging has transformed channels like Facebook Messenger, WhatsApp, and iMessage from…

February 19, 2020
BrandViews / Zendesk

Diving Deep Into CX Trends: a Q&A With Ray Wang

by Katharine Crane - In our Zendesk Customer Experience Trends Report 2020, we shared our findings on the power of service in cultivating…

February 19, 2020
BrandViews / Zendesk

The Ultimate Lead Qualification Checklist in Just 5 Questions

by Leah Kidd - Identifying the attributes that constitute a qualified lead can be a complicated process, especially if your product caters to…

February 14, 2020
BrandViews / Zendesk

Learn From the Past and Prepare for the Future With Monthly Recurring Revenue

by Hannah Wren - For SaaS businesses, no metric matters more than monthly recurring revenue (MRR). That’s because they rely on recurring revenue…

February 10, 2020
BrandViews / Zendesk

Make More Sales Faster With Lead Scoring

by Amanda Roosa - Hitting your sales quota every month means knowing how to work smarter, not harder. Oftentimes, this means knowing which…

February 5, 2020
BrandViews / Zendesk

6 Productivity Tips for Customer Support Agents

by Katharine Crane - Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there, especially if you’re aiming…

February 2, 2020
BrandViews / Zendesk

4 Factors Hindering Your Close Rate

by Amanda Roosa - As sales reps, we’re all familiar with monthly quota stresses. When it gets down to the wire, you add…

January 28, 2020
BrandViews / Zendesk

The Power of Lead Value in Sales Forecasting

by Hannah Wren - One in four sales managers report being unhappy with their forecast accuracy, according to CSO Insights. However, it’s not…

January 24, 2020
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Why Excel is an Ineffective Sales Tracker (and What to Use Instead)

by Amanda Roosa - Many companies use Excel as their sales tracker tool. It’s one of the most popular database organization tools, so…

January 21, 2020
BrandViews / Zendesk

How to Use Sales Psychology to Increase Lead Conversion Rates

by Amanda Roosa - Sales is a mind game. You can’t expect to convert a lead into a customer if you don’t understand…

January 16, 2020
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3 Best Practices to Cultivate Loyalty in Customer Service

by Katharine Crane - Not long ago, loyalty in customer service was fairly simple, both in meaning and in method. Great brand name?…

January 15, 2020
BrandViews / Zendesk

How Support Data Influences Customer Experience

by James Spillane - Think about the last time you had a positive customer service experience. What was it about that interaction that…

November 30, 2019
BrandViews / Zendesk

Marketing for Real (and Retail) Holidays: Should You Do it? How? Also, When?

by Connor Brooke - Holidays have become the holy grail for many businesses, and Black Friday is the mother of them all. In…

November 25, 2019

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