Because newsletters can be fun

Always Be Prepared: Tips on Handling Online Complaints

December 15, 2010

It’s no secret that help desks can always improve on how, and how rapidly, they respond to their customers’ inquiries. But in the age of instant gratification across a growing array of customer feedback channels, it can be easier said than done. Here are a few handy tips on how to enhance your help desk’s […]

Merry Holidays Update: Watch, Subscribe, Win an Xbox

December 14, 2010

Six folks have already won $25 Threadless gift certificates by watching Zendesk’s holiday special Merry Holidays, Please Hold. And there’s still the grand prize to give away: An xbox 360 with Kinect! Catch up on the comedy series about bad customer service and enter to win t-shirts and video game consoles at the Merry Holidays […]

Your Call Is Being Recorded to Ensure Quality Customer Service

December 14, 2010

“Your call may be recorded to ensure quality customer service.” Pretty much every call to a customer service help desk starts with this greeting—so commonplace these days that it nearly fades into the dial tone. But is your call in fact being recorded, and is that really ensuring quality customer service? According to call center […]

Add Live Chat to Your Zendesk

December 14, 2010

We are happy to announce that your customers can now engage with you using a new channel: Zendesk chat! Customer support agents can easily multi-task across multiple live chats, keeping each conversation interactive, all from within their help desk. Customers can initiate a chat from both a Zendesk ticket and from the Feedback Tab(formerly Zendesk […]

Data Breach at McDonald’s

December 13, 2010

Anyone who gets a call from someone claiming to be from McDonald’s, who is seeking personal or financial information, should hang up the phone and contact the company immediately. Looks like the fast-food company experienced a data breach either today or over the weekend (it’s not saying exactly when the breach occurred.) According to ABC […]

When Customers Don’t Want Help

December 13, 2010

It’s understandable to walk into any business and have an associate ask if you need help. But what about those times where you politely say no, continue along your way, only to have a stream of employees follow-up with a request to help. Or who out there has been harangued by an overly eager associate […]

Is it better to shop online this holiday season?

December 13, 2010

Right now, you still have time to do all your holiday shopping online and have everything arrive on time, without having to pay for rush rates. By that token, you also have time to hit all the stores and have everything wrapped and ready-to-go on the big day. So which option is the right for […]

Ep. 6: Your Call is Important

December 13, 2010

Nelson blows up a credit card phone system

Improving Customer Service at Call Centers

December 10, 2010

Not to say there aren’t great customer reps out there fielding complex and difficult calls with the utmost grace, but on the whole, when it’s time to call an 800 number, most folks aren’t dying to pick up the phone. Think of all the times you’ve gotten on the horn with a rep. When you […]

Score One For Comcast Customers

December 10, 2010

Comcast President Neil Smit says that even though the FCC now allows them to charge broadband subscribers by the amount of bandwidth they consume, the company has no plans to do so. Even though some customers may see online viewing as a replacement for traditional cable service, Smit says the typical user still consumes bandwidth […]

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