As shoppers trend towards becoming true omnichannel consumers, they’re opening both their real and virtual wallets. Consumers who blur the line between IRL and online shopping spend 70 percent more often—and about 34 percent more than people who shop exclusively in-store, according to McKinsey. “Within the retail space, it’s not just about meeting your shoppers where they are, keeping up […]

The retail industry is under enormous pressure to change. Over the past few years, shoppers have moved from in-store to online and are now somewhere in between. And they expect the same level of excellent service on every shopping channel (even emerging ones like live-stream commerce). What does this mean for retailers? It’s no longer enough to offer great products. […]

In recent times, there is no shortage of issues for companies in the manufacturing industry to be worried about. From the ongoing effects of the pandemic, to more recently, exposed vulnerabilities within the supply chain – those who do not apapt quickly, risk not be able to get their goods unto shore shelves, or being left with costly overstock in […]

Financial services are at a pivotal point in the industry. The meteoric rise of NFTs and cryptocurrency has given way to rumblings of a pending recession, with the collapse of several notable banks in recent months. As we emerge from the pandemic, some things haven’t changed: virtual work is the new normal. Many employees are still remote, and customers expect […]

Depending on the size of your support operations, it might seem easier to stick with a single communication channel and to focus on providing really great support there. That’s all well and good, except that in the Zendesk Customer Experience Trends Report, which features data from 97,500 Zendesk customers, high performing teams are twice as likely to take an omnichannel […]

During the pandemic, companies across industries were challenged: spread thin, understaffed, and often under-resourced. That left many at risk of providing lackluster customer service experiences. But while businesses felt the strain, customers didn’t lower their expectations–if anything, they raised the bar. How can businesses scale support and stay agile through change? In this ebook, you’ll find best practices and actionable […]

Does your company want to do more with less? Curious how leveraging self-service and automation can both help streamline operations and improve the overall customer experience? Download our datasheet on Suite Growth — a tool Zendesk designed for teams that need to scale quickly and effectively, while adhering to growing ticket volumes.

Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. That’s a big mandate even during the best of times. Today, it feels like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add uncertainties to the mix—like supply chain issues, staffing shortages, and hiring freezes—and agents have […]