Because newsletters can be fun

How to Say You’re Sorry

January 19, 2011

If you screw up you should apologize. Period. Even if the wronged party cops a major attitude, maybe even gets in your face and points a finger or something equally aggressive, every smart business or organization bites their tongue and says, “We’re really sorry.” No matter what, when the wronged party is a customer, and […]

Conversations: Matt Cohler of Benchmark Capital

January 18, 2011

Mikkel Svane, CEO of Zendesk, talks with Matt Cohler — partner at Benchmark Capital — about his work as an unofficial member of the Zendesk board, his previous experience at Facebook and LinkedIn, and the future of customer service.

Get Out the Vote!

January 14, 2011

The voting process has begun for Enterprise 2.0, the largest event of its kind for folks looking to leverage collaborative technologies. Review and vote for our speaking session on How Social Support Can Improve Your Business, where our VP of Product Management, Maksim Ovsyannikov, will give tips on closing the customer loop from sales to […]

Zendesk’s Customer Service Predictions for 2011

January 14, 2011

Zendesk was founded on the idea that if you create a customer service system that customers and support professionals love, then companies will deliver better service. Our users love using Zendesk since it enables them to deliver better customer service across all types of channels — email, web, online chat, community forums, Twitter, iPhone, Android, […]

Don’t Keep Your Customers Waiting

January 13, 2011

Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who needs something) should be willing to wait for the service provider (who has what they need). However, somewhere along […]

Startup Makes Customer Service Look Easy

January 13, 2011

“Zendesk has been a very easy and natural tool for my technicians to learn. It provides all the functionality I was looking for, but without overkill.” –Jonathan Dippert, Director, Stradecis Stradecis provides IT services, IT coaching, and becomes the virtual CIO to smaller organizations. The company helps clients become more efficient by optimizing their use […]

Critique Your Support Team (Without Pissing Them Off)

January 12, 2011

Managing poor employee performance is a fraught area. As an employer, the least desirable part of my role is when it comes to disciplining staff members whose performance really hasn’t come up to standard. It’s a situation that causes anguish, anger, and negativity in the workplace. But all of those attributes pale in comparison to […]

We Love Phone Trees

January 12, 2011

Ok, not really. The second we’re asked to “press 1” we grit our teeth, cancel all of our appointments for the rest of the day, and buckle up for what stands to be an impossibly long wait that might not even turn up the answers we’re seeking. Given the universality of this experience, we thought […]

Delta’s Team Twitter

January 11, 2011

As we noted here before, Delta emerged from the recent East Coast blizzards as something of a “Twitteneer,” a word we just coined (we think), combining “Twitter” and “pioneer.”  During the storm, some stranded and delayed Delta passengers used Twitter to re-book flights, while their less tech-savvy flight mates who used phones and airport personnel […]

Delta Temporarily Closes Its Customer Service Line

January 10, 2011

Yikes! Overwhelmed by the winter weather that’s dumped an estimated six to seven inches on the Peach State over the last few hours, Delta Airlines not only had to cancel 1450 flights, it apparently had to shut down its customer service line. According to this news report, customers who tried calling the airline received a […]

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