Here at Zendesk we believe in maintaining open and transparent communication with our customers – and by association, the customers of our customers – all 65 million of them! With all the different channels our customers can choose to communicate with us, we think it’s essential to listen to what our community says about our
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Wondering how social media fits into the customer service landscape? Look no further. Author, speaker and entrepreneur Peter Shankman is going to explain it all to you in our latest Zen Masters webinar this Thursday, January 19, 2012. For those unfamiliar with Shankman, he’s the author of Customer Service: New Rules for a Social-Enabled World,
...read more »If you’re part of a company that still believes social media is just a phase that will blow over, DON’T watch the socialnomics.com Youtube video “Social Media Revolution 2” without first shooting yourself with a tranquilizer dart. You might have a deadly panic attack otherwise. It reels off a set of stunning statistics designed to
...read more »Your customers are moving at the speed of light and they expect you are too. Consider this: 572,000 Twitter accounts are created every day, and approximately 1 billion tweets are released every six days. How many of those tweets are from your customers? And what are you doing to respond? While most customers still typically
...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 »By now, most companies have gotten the memo about brand management via social media. Like us on Facebook, follow us on Twitter, you know the drill. As corporate social media strategy matures, what’s on the horizon? It’s customer service. “In 2010, only 5 percent of organizations took advantage of social/collaborative customer action to improve service
...read more »A new study by loyalty-marketing company COLLOQUY proves the truism that consumers are more likely to complain far and wide about a bad experience than they are to share the news about a good one. In fact, 26% of the people surveyed said that they were far more likely to spread the negative word. Of
...read more »Is ‘customer time’ the same as ‘company time’? If not, then the starting point of service expectation is already a compromise. Technology has condensed, reduced, and minimized the time we wait for an acknowledgement, resolution, or response from a company’s support team. And while the notion of receiving support in ‘real time’ is not that
...read more »Customers are using social media to talk about your brand, whether or not your company chooses to participate in the discussion. You know this. It’s why your have a company Facebook page and Twitter feed, where the chatter about your brand can be gratifying or cringe inducing. But how to make these conversations useful and
...read more »If there is one single trait between communities that succeed and communities that don’t, it’s the passion of the person in charge. Even when communities are developed by amateurs (unpaid, but passionate hobbyists), they succeed because of the amateur’s passion. This means that the amateur in question is convincing when he or she reaches out
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