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4 min read
How to Say You're Sorry
If you screw up you should apologize. Period. Even if the wronged party cops a major…
Article
3 min read
Don't Keep Your Customers Waiting
Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what…
Article
4 min read
Your call is being recorded to ensure quality customer service
Your call may be recorded to ensure quality customer service. Pretty much every call to a…
Article
3 min read
Default triggers explained
Triggers are business rules that are automatically executed in response to certain events that have occurred…
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4 min read
Social studies: A business-to-consumer social media report card
When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The…
Article
6 min read
Do you benchmark your customer service? You should. Heres why.
[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to…
Article
1 min read
How LEGO Designs a Customer's Experience
Below is an amazing graphic produced by LEGO that it calls the experience wheel, designed, in…
Article
3 min read
Automatically turn voicemails into support tickets
This is a guest blog by James W. Breeden, CEO of LiveAir Networks. He describes how…
Article
6 min read
The Upside of Downtime? Zendesks Lessons Learned on Datacenter Migrations
A couple of weeks ago, Foursquare had a major outage. We felt their pain; site outages…
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3 min read
Costco's ridiculously liberal return policy
When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…
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3 min read
Tip of the Week: Email Support for Two Different Products
It is a common scenario for one company to produce more than one product – a…
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4 min read
Tip of the Week: Add a Custom Header to Your Support Emails
A few weeks ago, we discussed adding a custom image to your Zendesk Web Portal. In…
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3 min read
Tip of the Week: Calculate Your Average Resolution Time using CSV exports
As we described in Tip of the Week: Review Ticket Resolution Times with Reports, you can…
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4 min read
The importance of friendly customer service: 6 tips from Zappos
Friendly customer service is treating customers with empathy and going the extra mile to meet their…
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