‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience
Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Relate Live: Transform your team, tech, and CX
Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live
Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Highlighting your customer service capabilities
Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better
5 behaviors every leader should adopt to create better customer experiences
Good leadership paired with good company culture leads to happy employees
How customer service agents can think like memory athletes
In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about
Writing Great Emails to Customers: Q&A with Leslie O’Flahavan
There’s no denying that the Internet and social media are changing the way we all communicate. The shift isn’t limited to personal conversations and mass media: Traditional companies are also
Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha
Frank Pietrucha will be joining Zendesk for a live webinar on July 22nd. To prepare for the event, we talked with Frank about how to explain complicated concepts
Not-so-lonely planet: How to follow the sun and provide global support
Are you looking for ways to support customers globally? We created an ebook just for you
Leading the Starbucks Way: Q&A with Joseph Michelli
Speaker and bestselling author Joseph Michelli shares five actionable principles for customer service teams from his book Leading the Starbucks Way: 5 Principles for Connecting
Customer service on the rise in 2013
Customer service is on the rebound. After more than a year of decline, customer satisfaction in the second quarter of 2013 was at 81%
Announcing the Zen Masters of Customer Service Webinar Series
A big part of our mission here at Zendesk is to help our customers provide the most exceptional customer service possible. Everyone knows that one way we accomplish this mission is through the products that we build and support. At the same time, we also believe that education is a key component of helping companies […]
Six Criteria for Selecting Help Desk Software
As software increasingly moves from resource-heavy on-premise solutions to the cost-savings and flexibility of the cloud, it can be difficult to evaluate real solutions from pretenders. Finding a platform that’s reliable and addresses your needs is vital. Our guide, Saas Help Desk Software: Your 6 Requirements, identifies six key criteria to consider when evaluating potential […]
Spending Smart on Customer Service
Companies know where their bread is buttered, and one of the last things they have wanted to cut during these economically lean times is anything customer-facing. Conversely, now that budgets are opening up a bit again, customer service-based technology, training, and hiring are some of the first things smart companies are investing in. “Executives are […]
Looking Inside Zappos’ Corporate Culture Club
Launched in 2008, Zappos Insights is where companies go to learn how they can be as cool as Zappos when it comes to corporate culture. Here’s an inside look on how they keep their cool when it comes to support.
10 Questions for HubSpot CEO Brian Halligan
Brian Halligan is the CEO and founder of HubSpot.com, a company that helps other companies develop its inbound-marketing, which, essentially, means having clients find you, rather than the traditional, opposite route. By its very nature, HubSpot has to stay ahead of the curve. We spoke with Halligan regarding building customer relations and loyalty in todays […]
Saying Customer Engagement in Spanish
In a recent Zendesk Tip of the Week, we talked about the importance of speaking your customers’ language and how to implement multiple languages on your Zendesk. Zendesk itself is based in the U.S. and while most of our customers speak English, we do have a significant and growing population of non-English-speaking customers. Some of […]
How About Those Service Requests?
Ticket types in Zendesk are limited to incidents, problems and questions. Incidents and problems are well documented with their origin in ITIL. But questions are a bit off. And what about service requests? According to ITIL a key component of a service desk, is the ability to handle requests for services (service requests) defined in […]