Category Archives: Best Practices

When bugs attack: how video game publishers can survive game-breaking problems

With the enormous pressure and strict deadlines heaped upon today’s big-budget video games, release-day bugs are inevitable. What can publishers do to prevent these bugs from becoming customer service nightmares?

...
by

Broaden your team’s horizons with events

Building a customer support team that enjoys working together and coming to work every day with enthusiasm requires a creative touch. An exciting way to motivate and encourage your team is to offer opportunities to get involved in other important company initiatives, including travel and outside-the-office activities. Events are a great way to do this.

...
by

Follow-the-sun: how to get global, fast

To provide the highest level of customer service to your customers, your support team must consider when to be available, and this could mean 24/7/365.

...
by

Don’t panic: 6 steps for dealing with service disruptions

Service disruptions have an enormous impact on customers, so it’s best to have a plan in place before they happen

...
by

Customer service skills for new tech

We recently published Customer Service Skills you Need in 2013, a guide to giving your customers the best possible service

...
by

Understaffed and extra busy? Here’s how to keep your cool

There are going to be days when you don’t have enough customer service staffing to meet demand

...
by

Why having new employees answer support tickets could be the best thing your company ever did

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is in sales.” Today, there’s a new mantra inside fast-growing startups

...
by

Rewards and recognition: happy employees, happy customers

It’s always been my philosophy that you get happy customers through happy employees

...
by

Customizing your Zendesk – best practices for UX, part 3

In part 3, we’ll take an in-depth look at how certain customizations are actually done on the back end. That’s right, we’re getting into the nitty-gritty of HTML, CSS, and JavaScript!

...
by

Acting on customer satisfaction feedback

Customer satisfaction isn’t just another number on an impressive-looking report. By taking the time to analyze your satisfaction ratings

...
by