Mar 28, 2023
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By Zendesk
Grocery lives in a world of retail unlike any other–there’s no getting away from the fact consumers need to buy the essentials, and those essentials can be found in their local supermarket. Grocery offers a wealth of opportunities to both improve the experience of shopping for everyday essentials, and to tempt shoppers to keep adding non-essentials to their baskets. Inflation is at a 40-year high.
Mar 24, 2023
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By Zendesk
The pandemic rocked the retail world and customer expectations are on the rise. It’s no surprise that small retailers are turning to technology to help them navigate the changing customer experience landscape. The key is finding a solution that makes things quicker and easier, for both customers and employees. In this ebook, you’ll learn how small and mid-sized retailers are improving customer experience.
Mar 21, 2023
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By Allen Clark
Businesses should know a lot about their customers. After all, most companies possess significant data about the people who buy their products and services. But here’s the problem: much of that data remains untapped. Not being able to harness the power of that data means companies face real danger.
Mar 21, 2023
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By Sarah Olson
Weary travellers who’ve been cooped up since COVID-19 are hungry for adventure in 2023. Despite economic uncertainty, 73% of people surveyed by Booking.com are more optimistic about travel than they were in 2022 and half say that investing in a holiday is a top priority. This travel boom is an opportunity for airlines, cruise companies and rail services to gain a foothold with high lifetime value customers.
Mar 6, 2023
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By Zendesk
Customer experience is more important now than ever before. Today, a staggering 80 per cent of customers consider their experience with a company to be as important as its products. While 60 per cent of customers in the UK expect the customer experience to be connected. And to further complicate matters, we live in an omnichannel world where the average consumer will use as many as 10 channels to communicate with a company.
Mar 6, 2023
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By Zendesk
How many emails will you send today? At a guess, we’d say close to a hundred. After all, there are 4 billion daily email users sending a staggering 370 billion emails each day. Email marketing accounts for a large number of those emails, which is no surprise given that email marketing is one of the most cost-effective ways of talking to customers. McKinsey research highlights the fact that email marketing consistently outperforms other forms of promotion with a ROI of $40 for every $1 spent.
Mar 6, 2023
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By Zendesk
In 1966, Eliza was born. The brainchild of Joseph Weizenbaum and a team of computer scientists at MIT (Massachusetts Institute of Technology), Eliza is widely recognised as the world’s first chatbot. She was pretty basic compared to today’s chatbots but could identify key words in sentences and then ask questions back to the user based on that input.
Mar 6, 2023
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By Zendesk
How do you turn a customer into a fan? Ironically, one of the best ways to trigger word of mouth is to use your own voice and speak one-to-one with customers. Speaking directly to a customer enables you to better understand their needs, which means you can tailor solutions and offer additional services as they become more receptive to cross selling and upselling. Voice interactions can make a customer feel more appreciated as they experience being ‘seen’ and ‘heard’.
Mar 2, 2023
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By Bryony Mulkern
There are three key pieces to the customer experience puzzle: A customer-first approach, a clear understanding of the voice of the customer (VOC) and a company-wide determination to excel. In this article, we’ll explore how customer sentiment analysis helps boost the customer experience by elevating the second piece – VOC. You’ll come away knowing everything you need to get started with customer sentiment analysis and to provide an excellent experience for your customers.
Mar 2, 2023
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By Susan Lahey
What is the difference between energy consumed by 1,000 employees in an office vs. energy consumed by 1,000 remote workers in their homes? It’s complicated. Companies that have performed a sustainability audit probably know how much power the office consumes. They may have designed the building to run on renewables or to conserve energy. They may have tracked recycling and composting. But when much of their workforce is remote, how can they evaluate their sustainability programmes?
Mar 29, 2023
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By Zendesk
Today’s ecommerce market is on fire, evolving at a dizzying pace driven by new technology, capabilities, and customer demand. According to Ecommerce News, turnover from online shopping in Europe grew by 13 percent in 2021. And the popularity of ecommerce is set to continue as new technologies and platforms create exciting opportunities for retailers and shoppers.
Mar 27, 2023
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By Zendesk
Zendesk's AI tools help newly hired customer service agents get up to speed. Zendesk's AI tools help service teams smash context-switching, which causes lulls in productivity. #ConversationsWithZendesk
Mar 27, 2023
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By Zendesk
In this video, you will learn all the key components to see if you are ready to make the move from live chat to messaging. Watch this step by step tutorial to learn about key differences, determine your eligibility, plan your rollout, and communicate the impact to your organization.
Mar 27, 2023
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By Zendesk
Ready to learn about the benefits of Agent Workspace? In this video, you will learn about the basics of agent workspace, how it can help your agents provide better customer experiences and have richer conversations, and how to prepare for your move today. Timestamps.
Mar 21, 2023
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By Zendesk
Customer service agents can leverage artificial intelligence (AI) to be more productive, and provide better customer experiences. #ConversationsWithZendesk
Mar 16, 2023
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By Zendesk
Customers want a natural and fluid experience across every interaction with a brand, from bot to agent to sales rep. Gone are the days of “surprise and delight” – most customers don’t want to be wowed, they just expect service to work seamlessly. To achieve this level of efficiency, internal ownership of CX can no longer be confined to tight swim lanes and be viewed solely as a matter of reactive support. Leaders must continue to break down team barriers, integrate responsibilities, and foster collaboration within their organization.
Mar 14, 2023
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By Zendesk
In this video, we'll create a server-size app (hosted on glitch.com), test it locally, and then upload it to our Zendesk instance.
Mar 9, 2023
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By Zendesk
Customers want to be heard and brands must listen. It’s critical that leaders have a pulse on what customers are feeling – the good and the bad – and understand the pain points of a frustrating experience. However, businesses are unprepared to support customer well-being and emotions – only 22% of leaders say that customer sentiment is used to personalize the experience a customer receives.
Mar 7, 2023
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By Zendesk
Our report shows that more than half of consumers feel companies could be doing a better job personalizing their experiences in store and online. They know companies have information about them and want it to be used to give them better options and solve problems. This ability to provide deep personalization benefits business as well – it builds trust, loyalty and lasting relationships. Zendesk CTO Adrian McDermott is joined by Sr. Director Teresa Haun and host Jay Baer to discuss the latest CX trends.
Mar 2, 2023
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By Zendesk
Our report shows that more than half of consumers feel companies could be doing a better job personalizing their experiences in store and online. They know companies have information about them and want it to be used to give them better options and solve problems. This ability to provide deep personalization benefits business as well – it builds trust, loyalty and lasting relationships. Zendesk CTO Adrian McDermott is joined by Sr. Director Teresa Haun and host Jay Baer to discuss the latest CX trends.
Jul 5, 2018
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By Zendesk
Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it's all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service.
Jul 1, 2018
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By Zendesk
What does a successful customer support team look and feel like? How can we manage delivering the best customer service while experiencing rapid growth the changes that come with it? What are the skills managers and agents need to better understand and support the agent experience?
Jul 1, 2018
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By Zendesk
Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it's all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service.
Jun 1, 2018
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By Zendesk
Uncover the true value of your customer support organization with the technology trends that matter most in 2017. A recent survey by Gatepoint Research finds that 51% of Gatepoint survey respondents stated their leadership team views customer service as a potential competitive advantage. However, uneven service continues to be the main cause of customer frustration.
May 1, 2018
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By Zendesk
In this ebook we dive into the research that has been done on choice making over the past 60 years, but also take you forward in time with real practical advice on how to use this research to build great customer relationships and cultivate customer loyalty through the art of supporting choice making.
May 1, 2018
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By Zendesk
Taking your self-service to the next level requires work and preparation. But don't worry; this guide is specifically designed to help you create the right practices internally and build the best self-service experience you can for your customers.
Apr 1, 2018
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By Zendesk
In this ebook, we'll look at the value of live chat first from the customer's point of view and then from a business standpoint. These viewpoints are closely tied together, because when customers are truly satisfied, your bottom line inevitably grows as well. No matter if your company is a small app maker or a major enterprise; providing chat support can make a huge difference.
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Zendesk empowers organizations to improve their customer engagement and better understand their customers.
Zendesk was built upon a simple idea: make customer service software that’s easy to use and accessible to everyone. We have expanded on that idea, and now offer a growing family of products that work together to improve customer relationships, and can be embedded and extended through an open development platform.
Our products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.
The best customer experiences are built with Zendesk.