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Channel changes score high with Ditzo’s online insurance customers

January 26, 2017

Ditzo’s decision to eliminate both email and voice as contact channels in early 2016 was a surprising one. It might even be called revolutionary

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

Improving phone support efficiency

January 25, 2017

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can help teams improve efficiency, saving time (and money)

Zendesk Neighbor Foundation 2016 Annual Report

January 23, 2017

At Zendesk, we believe in building better relationships—with our customers, between our employees, and with our local community

Customize your chat widget with the Web SDK

January 23, 2017

Because it is often the first place a customer looks when they want help, the Zendesk Chat Widget can serve as the voice of your website. To deliver a quality customer experience it’s essential that the chat widget is customized

How to add value to your customer data

January 20, 2017

Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer data can’t be burned or blown away—as many inventive haystack conquering solutions suggest. Customer data has to be thoughtfully organized and cared for no matter where it stems from

Conduct an honesty audit: Learn from customer feedback

January 19, 2017

Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around

An unlikely advocate for Advocacy

January 17, 2017

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)

January 15, 2017

This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.

Why the pipeline isn’t running dry anytime soon for Pipedrive

January 12, 2017

Pipedrive uses the Zendesk Support, Help Center, Talk, and Chat products—and nearly every feature within Zendesk Support. “Zendesk fulfills all our needs,” Kõiva said, “and there’s no other software out there that is able to do that

Agile customer service drives revenue

January 10, 2017

Offering customers access to top-notch customer service teams is a box smart companies need to check, no matter their size. The advent of new customer service tools makes an even stronger case for best in class customer service: Agile customer service can do more than save your company money—it can drive revenue

Adopting new technologies benefits customer service

January 5, 2017

As the need for customer service professionals to provide excellent customer experience expands, retailers must empower them with new tools and technologies

How to make the most out of live chat

January 4, 2017

Most customers prefer chat to email—why wait for a response via email when a question can be answered within minutes on live chat? As more and more customers expect support via live chat, it’s important for businesses to not only juggle live chats, but exceed chat expectations, whether it be via web or mobile

The cost of disjointed data on the customer experience

December 29, 2016

To compete in today’s marketplace, retailers need to make customer data available to their agents in an easy, consumable way so they can serve their customers better than the competition

Saying farewell to 2016 with 15 new integrations

December 23, 2016

We’re happy to share one last box of goodies before the end of the year. This new round of integrations will help you do everything from working on tickets inside Slack to adding videos to support tickets. UserVoice UserVoice helps you listen to your most important stakeholder—the customer—and turn their feedback into actionable data to […]

Gartner predicts 2017: The future of artificial intelligence demystified

December 22, 2016

It’s not a new topic of contention, but artificial intelligence (AI) is more relevant than ever. More and more businesses are using AI to provide better services to customers, similar to Apple’s Siri

Sh*t support agents say

December 21, 2016

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story

Introducing our new ebook: Getting started with Zendesk Talk

December 20, 2016

To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook on “Getting Started with Zendesk Talk”.

Link-SF gets a much-needed update

December 19, 2016

In 2014, Zendesk officially launched Link-SF, a collaboration between Zendesk and a local non-profit, the St. Anthony Foundation’s Tenderloin Technology Lab

Shopify: We stopped dating when we found Zendesk

December 16, 2016

Shopify’s Director of Technical Support, Chris Wilson, tells Shopify’s Zendesk story in his own words

Driessen HRM brings everyone into the customer experience with Zendesk and Office 365 Groups

December 15, 2016

We sat down with Patrick Adriaansen, Managing Director of the BPO unit at Driessen HRM, and asked him how his company uses Zendesk Support and groups in Outlook

Zendesk partners with BarkBox to launch the first ever “dog bot” for the holiday season

December 14, 2016

Pup-people with questions about BarkBox can now choose to privately and playfully interact with a dog (in lieu of a human) via direct messages on Twitter

Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)

December 13, 2016

This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.

Beyond customer satisfaction: measuring customer happiness

December 8, 2016

There ways companies choose to measure their people and customers is changing to a more relationship-based approach

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