Insights & Research

Virtual teams present different challenges and opportunities from those of an onsite team - this is something we've all become acutely aware of in the last few months. The dynamic between managers and[...] Read More

With the coronavirus outbreak, customer experience teams across the globe have had to rapidly adapt amid ticket spikes, customer cancellations, market volatility, and increased uncertainty. Each week [...] Read More

In these difficult times with more and more of us working from home, managing teams and being productive is an entirely new challenge for a lot of us. When working from home, it’s crucial that you kee[...] Read More

With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives loyalty. The data is clear: 74% of customers feel loyal to a particular brand or company 52% of custo[...] Read More

Time and time again, we hear from our contacts asking to hear about real use cases. We have partnered with Zendesk to share their customer stories. "The customer is always right" is a phrase that Zend[...] Read More

For an increasing number of businesses, providing positive and memorable customer service experiences is a top priority—particularly when it comes to CRM. Too often, CRM approaches focus on keeping co[...] Read More

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands. B[...] Read More

Customer relationship management (CRM) is about knowing every critical piece of information about your customers. It’s absolutely necessary to have a CRM platform that can harness and manage data abou[...] Read More

The Zendesk Customer Experience Trends Report 2019 found that customer expectations are 46 percent higher than last year, and 59 percent of agents report that customers’ expectations have risen in the[...] Read More