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Great customer service starts… in bed?

Monica Norton — Tue, 14 May 2013 16:29:46 +0000

If your first conscious thought in the morning is “Where’s my phone?”—you’re not alone. Mobile phone and tablet usage is on the rise everywhere, even in bed.

Formal surveys and anecdotal stories reveal that we’re increasingly obsessed with beginning our days by hopping online to see what’s happening both in our social networks and at work. To see how our morning routines are getting a tech boost, check out our latest infographic.

And because the “bed office” is a global phenomenon, we’re happy to announce that the Zendesk iOS app (for iPhone and iPad) is now available in 14 languages: German, French, Japanese, Portuguese, English, English (U.K.), Spanish, Italian, Dutch, Danish, Russian, Simplified Chinese, Traditional Chinese, and Korean. Now Zendesk admins and agents around the world can support their customers without crawling out of bed.

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The good, the bad, and the ugly: the impact of customer service

Monica Norton — Tue, 16 Apr 2013 17:05:12 +0000

In the customer service report we published last week, Dimensional Research provides the fascinating results of its survey designed to answer the question: “What exactly is the long-term impact of ‘good customer service’?”

No one working in customer service will be surprised that the research reveals that good service really does matter—and that bad service can harm your business. But you may be surprised by just how much it matters and how long the effect lasts.

Our latest infographic highlights some of the findings, finally getting to the good, the bad, and the ugly truths of how consumers—and their future spending—are influenced by the customer service they experience.

See the data behind the drawings in our report on customer lifetime value and customer service

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Bring your own device (BYOD)

Monica Norton — Wed, 27 Mar 2013 16:00:15 +0000

Today, virtually everything that used to tie us to our desktops can be done on a smartphone or tablet, from signing a sales contract to responding to customer inquiries. Increasingly, companies are allowing employees to work on their own personal devices—it’s all part of a growing “bring your own device” (BYOD) trend in business.

A recent poll of 1,000+ ZDNet and TechRepublic members showed 44% of organizations already permitting BYOD with another 18% expecting to allow it by the end of the year.

Our latest infographic highlights this mobile trend, showing that more than half of Zendesk customers are providing customer service via mobile devices. Nearly a quarter of those mobile users are on an iPad, and as of yesterday, they can enjoy the redesigned Zendesk for iPad app.

Do you BYO iPad? Be sure to get the free Zendesk app—it’s available for download in the App Store.

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Customizing Your Zendesk – best practices for UX, part 2

Jamey Austin — Wed, 13 Feb 2013 17:30:54 +0000

In Part 1, we examined how some of our customers customize their Zendesks to encourage self-service through more effective search. This included placing the search bar front and center and utilizing search enhancements.

Sometimes, though, users aren’t sure what they’re looking for. In some cases, they might prefer to explore support resources for tips, tricks, and other information.

In Part 2 of our Customizing Your Zendesk series, we look at how some of our customers organize, design, and manage their self-service support content to enable users to find what’s relevant for them.

Categorizing content into meaningful groups is a great way to guide users to what they want. Distinct categories enable users to find popular content, like getting started guides, new features, and other resources. For example, Artists.MTV organized their support portal by five main product features. Another way to organize support content is by FAQs and hot topics.

Zendesk has built-in forum and search analytics that allow our customers to see what content their users are looking at and the keywords they’re searching for. They use these insights to perform optimizations, like adding tags to relevant articles and updating content that’s more appropriate for users’ needs.

Take a look at how these three Zendesk customers–Foursquare, Artists.MTV, and Causes–have organized and designed their support portals.

Visit the Foursquare help center portal.

Visit the Artists.MTV support portal.

Visit the Causes support portal.

Another tip: For customers enjoying our Enterprise plan, take advantage of the topic boosting feature, which allows you to add relevant search phrases to your topics. Find out what your users are searching for, then add those words and phrases to your topics to push them higher up in the search results.

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Customizing your Zendesk – best practices for UX, part 1

Jamey Austin — Wed, 06 Feb 2013 17:00:44 +0000

Our customers create beautiful and functional Zendesks that fit their brand and help their users easily locate self-service options. Recent studies show that 91% of customers would prefer to search a knowledge base for answers–if it meets their needs.

There are many ways to customize Zendesk to fit your support organization’s needs and make it easier for users to find answers to their questions.

In this three-part series, we’ll share some best practices on customizing your Zendesk. First, let’s discuss how customizing the search bar can encourage self-service among your users. By making the search bar the most prominent design element, front and center, you encourage users to search for answers right away, instead of immediately submitting a ticket.

Check out how these three Zendesk customers–SigFig, WePay, and charity: water–use search in this way.

Visit the SigFig support portal.

Visit the WePay support portal.

Visit the charity: water support portal.

Zendesk also has built-in features to help make finding answers easier. We’ve created extensive search enhancements that help predict what your users are trying to search for.

In addition, when users are submitting tickets, Zendesk surfaces relevant articles as they type questions in the ticket. By enabling the topic suggestion feature, you can deflect tickets by leveraging the content in your knowledge base and community, so they might not need to submit a ticket after all.

Check out some of our other custom-branded Zendesks on our Pinterest board.

And stay tuned for Customizing Your Zendesk – Best Practices for UX, parts 2 and 3!

Click here for more information on branding your Zendesk.

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Infographic: surviving the tech-challenged public

Andrew Gori — Wed, 09 Jan 2013 17:57:19 +0000

IT service professionals have to deal with questions from customers that cover the entire spectrum of technical knowledge. Many IT agents have been asked questions that are very simple or completely absurd, especially when compared to the deeply technical questions they might receive on the very next call.

As our latest infographic shows, a little bit of professionalism, composure, and a sense of humor can go a long way in ensuring that you provide the same level of IT support to all of your customers.

Learn about Zendesk for IT

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Infographic: giving back

Andrew Gori — Thu, 29 Nov 2012 17:35:35 +0000

Should businesses do more than make money? According to our most recent infographic, 94% of consumers think they should.

Whether it’s donating funds to causes such as economic development or education, promoting a socially conscious workplace, or supporting the local community, people want the companies that they do business with to give back in one form or another. In fact, 47% are more likely to stay loyal to and 53% are more likely to recommend a company that supports social or environmental issues.

Learn how to sign up for Zendesk and give back at the same time

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Infographic: feedback fatigue

Andrew Gori — Wed, 31 Oct 2012 16:30:33 +0000

Feedback is an invaluable resource for brands. Instead of relying on their own perceptions, it gives a concrete sense of how the company is actually performing. So it’s no wonder that, with the advent of cheap and easy survey tools and social media, many companies are increasingly reaching out to their customers to find out what they’re doing well, and what needs to be improved. It’s an honest approach to getting better, and not taking advantage might be a wasted opportunity.

However, because it’s easier than ever to collect feedback, it seems that many companies are overdoing it. So much so, that it has the potential to annoy the very people companies are trying to please. As our latest infographic illustrates, customers are starting to show signs of “feedback fatigue.” Respondents to a recent survey (there must be a good joke in there somewhere) claimed that surveys are too long, too personal, and inconvenient. Plus companies are asking customers to fill them out more than ever.

At Zendesk, we’re big fans of customer feedback because it helps us improve. For our customers, we offer the Zendesk Benchmark, which helps them see how they stack up against industry peers or even similar sized companies. Rather than ask customers a series of tiresome questions or asking to rank various components of Zendesk on a scale of 1 – 10, when a ticket is closed, we simply ask if the solution was helpful. There are plenty of other metrics that go into the benchmark, but the customer is only asked to respond to a yes or no question.

Learn more about the Zendesk Benchmark

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Infographic: loyalty rewards

Andrew Gori — Thu, 11 Oct 2012 16:28:27 +0000

Loyalty rewards has something of a double meaning. Most people think of it as a marketing tool that encourages people to become repeat customers. This usually takes the form of punch cards for an eventual free cup of coffee at a cafe or or a point system that leads to free or discounted airline miles, food, or hotel rooms.

But another way to look at this is from the perspective of the brand: what are the benefits it reaps for inspiring the loyalty of its customers? And what does it take to inspire that loyalty? Rewards certainly help, but it’s more important to focus on things like providing a great product or service, and being known for having top-notch customer service.

As our latest infographic shows, customer loyalty is very important. 78% of loyal customers help spread the word about your brand, and 54% won’t even consider switching to a competitor.

Learn more about how Zendesk can help you build a better relationship with your customers

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