Tis the season for jam-packed malls, aggressive shoppers, and Black Friday stampedes. Shopping in brack-and-mortar stores is a cut-throat game these days. It’s no wonder more consumers are turning to online retailers as a way to beat the holiday rush and peruse a wonderland of possible gifts in the safe confines of their homes or
...read more »A few weeks ago, Adrian McDermott, our VP of Engineering, unleashed Zendesk Voice on an unsuspecting Twilio Conference audience. Thankfully, Alexis Finch (@agentfin) of Graphite Mind was there to visually capture the beauty of Adrian’s diction. For those who don’t know, Zendesk Voice is a way to set up a call center in minutes, or
...read more »It’s been a couple of months since we’ve settled into our new (and dare we say fabulous space) here in the city’s Tenderloin district. Located at the corner of 6th and Market streets, we’re really in the heart of it all; adjacent to the Donut World, diagonal from Show Dogs, across from the Crazy Horse
...read more »Given the fact that online spending has jumped from $29.7 billion in 2007 to a whopping $38 billion in 2011, it’s clear that customers are embracing the online shopping experience faster than ever before (with no signs of that embracement waning…possibly ever). With that growth comes a steady stream of customer support requests, issues, and
...read more »No one relishes the thought of having to phone up a support agent to have their issue resolved. The long hold times, the endless maze of menu options, and the dread of getting transferred to a dizzying stream of agents and having to retell your story every single time. Ugh. But guess what? Companies don’t
...read more »Even if Don Draper himself fleshed out your latest ad campaign, nothing can replace the incredible value of providing customers with the best possible customer experience. Think about it, if you went the fanciest restaurant in town and everyone treated you poorly, would you go back? With peer-to-peer reviews carrying even more weight thanks to
...read more »The real-time web has given customers amazing power to vent their issues in a very public and gigantic space. It’s why companies such as Comcast launched @ComcastCares, a Twitter channel completely devoted to customer support and well, customer complaints. Because let’s face it, if there is ever an industry that can provoke mass ire it’s
...read more »Your laptop isn’t irrelevant yet, but it might be soon. Sales of web-enabled smartphones, tablets, and e-readers have surpassed web-enabled laptops, notebooks, and desktop computers. By 2016, the number of mobile apps downloads are estimated to reach 44 billion and the worldwide online app market is expected to grow from approximately $6.8 billion in 2010
...read more »Because Twitter claims to have more than 175 million users, and 93% of social media users believe a company should have a presence in social media, and 85% of those users believe a company should interact with their customers, and 44% of Twitter users have recommended a product, and 58% of people who said if
...read more »In this bold new era of online support, companies have had to get much more proactive about customer support. It’s why we launched our Customer Satisfaction Ratings feature which enables companies to collect feedback from their customers, analyze that feedback, and fix any issues immediately. In some cases, we hope it can help companies revamp
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