Because newsletters can be fun

$19M in Funding Secured

December 7, 2010

Dear Customers, Colleagues, and Friends, Today, we’re excited to share the great news that we have raised $19M in our third series of venture capital. The round was led by Matrix Partners, and we’re happy to welcome Matrix partner Dana Stadler to our board. $19M is a big chunk of money, and the obvious question […]

Netflix No Longer Requiring a DVD Plan

December 7, 2010

Netflix has announced that, based on customer data, it is offering a streaming-only plan for $7.99. Formerly, customers could only subscribe to streaming media along with a DVD plan. An article at noted that at Netflix’s most recent earnings call, the company said that 66 percent of its users were streaming content online, up […]

Enrich Your Customer Relationships From Sales to Support

December 6, 2010

2015 update: You may have noticed this blog post is pretty old. Fortunately, our integration with Salesforce is much more up to date. Read more about the Zendesk-Salesforce integration. Today we are excited to announce at Dreamforce 2010, our new generation of Zendesk for Salesforce integration! Now, companies can gain a more holistic view of […]

Customer Treatment–Not Price–Influences Car Sales

December 6, 2010

Contrary to the stereotypical image of a person happily haggling for a less-than-sticker price on a new car, a survey from JD Power shows that new-car buyers are driven more by the way they are treated at a dealership than by the price of the car. The study, an analysis of the new-vehicle purchasing experience, […]

Worker Productivity Tanked on Cyber Monday (Presumably)

December 6, 2010

An article in the LA Times noted that 70 million of the 107 million people who shopped online on Cyber Monday did so from the comfort of their own office cubicles. “Celebrated” the Monday after Thanksgiving, Cyber Monday is yet another in what seems to be a growing list of sales promotions that dot the […]

The Gig Is Up Vitaly Borker

December 6, 2010

Responding to a New York Times article that featured the notorious Vitaly Borker, a Brooklynite who boasted that being awful to his customers vastly increased his search ranking, Google has implemented a new algorithm that puts a stop to scheming folks like Borker (for now). “In the last few days we developed an algorithmic solution […]

Ep. 3: The Phone Tree

December 6, 2010

Matt Nelson’s favorite restaurant turns into a phone tree.

8 Ways to Ramp Up Help Desk Response Times

December 6, 2010

These days customer feedback and distress signals come in a head-spinning variety of formats and flavors. Joining the ever popular toll-free phone line are flurries of emails and SMS texts, blog comments, tweets, Facebook posts, Yelp reviews, and snarky Youtube video parodies and all those who love to comment on them. But just because the […]

The Nice Way to Collect From Delinquent Customers

December 6, 2010

Marilyn H. Ayers, a CPA in Brick, New Jersey for 22 years, was finding that in a bad economy, when people have trouble paying their bills, one of the last ones they pay is to their CPA. Their CPA, after all, is not going to turn off their electricity. But if clients didn’t pay her, […] Search Rankings Plummet in Light of New Algorithm

December 3, 2010

When Vitaly Borker woke up Thursday morning, he probably couldn’t believe what he was not seeing. Namely not showing up anywhere near the top of a Google search for “eyeglasses.” For all the dissing of print journalism these days, there apparently is still something left to “the power of the press.” Almost immediately after […]

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