Zendesk continues to strive to be an empathetic, active and responsible corporate citizen. As a company that builds software to improve customer relationships, we take a service-first approach when it comes to all our stakeholders: our customers, our employees, our partners and our communities. With that in mind, we are releasing our second Global Impact Report, and like a product release, we aim to do better every time.

There’s nothing more frustrating than making a purchase and discovering you don’t know how to use the item you just bought. The situation can be equally upsetting for the business selling a product or service. If a customer doesn’t know how to use it, they won’t see its value—a recipe for churn. This is why customer tutorials are a valuable tool in your company's mix of marketing and customer support content.

A run rate is a rough estimate of a company’s annual earnings based on monthly or quarterly financial performance data. Often called an annual run rate, or ARR, this number is usually calculated by taking the revenue results (using a revenue formula) from either a single month or a single quarter and annualizing the sales data to forecast what the company’s total profits will be that year.

Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Over the past year, customer support agents have been dutifully fielding a sky-high number of queries from customers worried about canceled flights, ambiguous insurance conditions, delayed packages, and other urgent and emotionally-loaded issues. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work.

Customers love to feel special and understood. According to research from Epsilon, 80 percent of customers say they’re more likely to do business with a company if it offers personalized experiences. Additionally, 90 percent indicated they found personalization appealing. Personalization often begins long before a consumer even considers making a purchase.

Here are the newest integrations from Zendesk to help your team provide great experiences.

Anyone on a support team will tell you that responding to every customer inquiry is tough, especially if you’re working for a small business with limited resources. Using a do-not-reply email—a special type of account that’s unable to receive incoming messages—may seem like a tempting way to lessen that volume. It’s true that do-not-reply emails have their perks, and they may have a place in your business model.

As a sales manager, your eyes are glued to your company’s revenue. You’re focused on helping your team close more deals and increasing profitability. But are you sure you’re measuring sales revenue in the best possible way? Gross sales and net sales are two common metrics that offer distinct advantages when it comes to gauging revenue. If you’re not sure what they are and how they differ from each other, you’re not alone.

At Zendesk, we believe a key component of providing great customer experiences includes ensuring your agents are armed with the right tools and processes to deliver them. But with conversation volume increasing by more than 20 percent year over year, over a growing number of channels, support teams are struggling to keep up. As a result, businesses increasingly turn to AI to provide faster and more reliable service and make teams more efficient.

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. Focusing on the customer experience is especially critical for B2B companies. They typically have fewer customers than B2C companies, making it imperative that none of them slip through the cracks.