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. They can be a convenient way for companies to minimize customer communication and reduce support agents’ workloads. But there are also a few drawbacks to this email strategy—and better ..read more

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. That’s why we’re excited to announce that today Cleverly is joining the Zendesk team. Cleverly provides AI-powered solutions with insight-driven autom ..read more

In 2015, when McKinsey started its annual survey on women in the workforce, the numbers said it would take 100 years to reach equity. Every year since, there have been incremental gains—until COVID-19 threatened to wipe out many of those gains. Femily, Silicon Valley’s gender advisor, interviewed McKinsey partner Jess Huang in a panel titled “2020: A Pivotal Moment for Women in the Workplace” for the 2021 SXSW virtual conference. They covered how hard hit women have been, and also ways that everyone from bosses at work to partners at home can help right the ship. “Before this year we were seei ..read more

Enterprise sales is like running a marathon. Your focus isn’t on short-term wins—you’re playing the long game. And just like a marathon results in big physical and mental gains, enterprise sales results in significant revenue and increased opportunities for your business. That being said, you wouldn’t run a marathon without training first. You shouldn’t jump into enterprise sales unprepared, either. To be successful, you need to understand what enterprise sales is, why it’s important, and how to close these deals. What is enterprise sales? Enterprise sales is the process of procuring high-valu ..read more

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. B2Bs also often sell large, complex, and pricier products or services, so more is at stake in a B2B customer relationship. To nurture, de ..read more

Fintech has given customers the freedom to manage their finances, trade stocks, and purchase cryptocurrency, all with the tiny computer in their pocket. Customers have flocked to fintech companies in recent years, with 31 percent citing “trust in a fintech provider’s team and company reputation” as the top reason for engagement. Now, fintech startups need to prove they’re worthy of that trust. Download the report, created with our partners at LendIt Fintech, and find out: How to earn customers’ trust with fast, reliable customer service Why consistent execution is more important than flashy f ..read more

Never has the need for practical, accessible healthcare technology been more important. In the ongoing aftermath of COVID-19, healthtech startups around the world are rising to the occasion (and raising huge funding rounds) to help reimagine the healthcare industry. Here are a few recent examples of healthtech making headlines: Digital healthtech startups raised a record $7.2 billion in VC funding in the first quarter of 2021 New startup Dr. B promises a better way to distribute leftover vaccines Lyra Health, a healthtech startup that allows employers to provide personalized mental health car ..read more

As technology becomes more sophisticated, so do virtual sales and marketing techniques. Newer channels and automations allow brands to bypass the “hard sell” and engage consumers with something a little friendlier and more conversational. You may have heard of “conversational marketing” as a more modern alternative to other lead generation and customer engagement techniques. But what is conversational marketing, and what makes it different? To get the answers to those and other common questions about conversational marketing, we went straight to an expert. 1. What is conversational marketing ..read more

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