Because newsletters can be fun

Increase efficiency, drive down cost, and improve customer satisfaction all at the same time

April 29, 2011

How can your organization increase efficiency, drive down cost, and improve customer satisfaction all at the same time? By getting it right the first time. –Increasing first call resolution (FCR) is an incredibly powerful way for a call center to achieve success. Call center consulting company SQM contends that every 1 percent improvement in FCR […]

Webinar: Get the Most out of CSS in Zendesk

April 29, 2011

All webinars have been moved here. Original air date: April 28, 2011 What is CSS? Join us as Jake Holman, our product manager, guides you through customization and branding of your Zendesk with CSS. Learn how to change the colors of the tabs, change the header, and create a forum page that has the look […]

How FanMail Marketing Got Its Users to Embrace Zendesk

April 28, 2011

FanMail Marketing is a full-service digital and print marketing consultancy that specializes in music, sports, and entertainment. We have a long client roster and a provide support for 100+ clients. We are also proud partners and resellers of the ExactTaget Platform, which allows users to create, build, track and send emails, landing pages, mobile, and […]

Meet Getaroom.com, Our 10,000th Customer

April 27, 2011

Getaroom.com offers special deals on hotels and other types of lodging, in major cities in the US and abroad, in all categories from one to five stars. The company also offers a unique Unpublished Rate program that offers rates typically 10 to 20 percent less than other websites and is only available via its call […]

Why We Introduced the Customer Satisfaction Metric

April 26, 2011

Zendesk CEO and founder Mikkel Svane talks with Jake Holman, product manager for Zendesk’s new Customer Satisfaction Ratings. They discuss why customer satisfaction is the ultimate metric, how it can help support agents better the quality of their support, and how Zendesk itself has been using the new feature. They also talk about running a […]

Capture the Definitive Business Metric: Customer Satisfaction

April 26, 2011

Customer happiness is the key to any organization’s success. And while customers can be extremely vocal when they are unhappy, they tend to be less vocal when it comes to expressing happiness or to what level they are satisfied with the way their issue has been resolved. Unless you can measure customer satisfaction, it’s nearly […]

Webinar: Zendesk for Seesmic Desktop

April 25, 2011

Zendesk for Seesmic Desktop

Celebrating Earth Day With Charity:Water

April 22, 2011

We wanted to give an enthusiastic shout out to an organization we think is doing some great work — charity: water. Charity: water has a mission to bring clean and safe drinking water to people in developing nations. And if that alone isn’t enough to pique your interest, this non-profit has devised a unique fundraising […]

The history of customer support

April 21, 2011

There was a time when customer support meant you told a shop owner your issue with what they sold you, and they either decided the problem was theirs to fix or your own damn fault. But then the telephone was invented and everything changed. Call centers emerged, phone trees were born, and suddenly there was […]

What Does Support in “Real Time” Actually Mean

April 20, 2011

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 […]

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