Because newsletters can be fun

It pays to be socially responsible: introducing Zendesk’s new startup initiative

April 18, 2016

What’s better than a socially responsible startup? Lots of socially responsible startups. Zendesk has a new initiative to help

How retail employee satisfaction affects the bottom line

April 15, 2016

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one trend that’s more likely to become a mainstay: the convergence of customer experience and employee engagement

Increase proactive engagement with Mobile Chat Notifications

April 14, 2016

In 2015, for the first time ever, visits to retail websites via mobile devices overtook desktop traffic. This means it’s increasingly important for businesses to offer a mobile-optimized experience

Welcome to customer messaging at scale: Introducing Zendesk Message

April 12, 2016

For the last year, we’ve been taking a deeper look at how to create the best customer service software for the messaging channel, leading us to today’s announcement during the 2016 F8 conference.

How Tango benefited from hiring a remote customer service team

April 11, 2016

When Tango, a leading mobile messaging app, experienced a high-growth period, they were adding hundreds of thousands of new customers daily

Put yourself in your customer’s shoes with BIME and Segment

April 6, 2016

Today a new integration between Segment, BIME, and Zendesk makes it possible to pull siloed customer data from tools like Zendesk, Salesforce, and HubSpot into a single data warehouse for a complete view of the customer experience

Tip of the week: Use the 3 Rs to identify when and how to say “No” in customer service

April 5, 2016

In this Zendesk tip of the week, we cover times when “No” is the right answer and how customer service agents can say “No” in a helpful and empathetic way

Start your day with coffee, breakfast, and a great customer support newsletter

April 4, 2016

A good curated newsletter delivers only the best, most useful information right to your inbox. Here are six favorites from Blake Thorne of StatusPageIO

Report: Predicting customer satisfaction is the future of great customer service

April 1, 2016

Most companies measure customer satisfaction, and while it’s a very important metric, it looks backward at events that have already happened (“How would you rate the customer service you received?”). But what if you could predict in the moment

Even better than “Phone a Friend”: Connected SaaS Solutions with Zendesk and Microsoft Office 365 Groups

March 31, 2016

Announced today at Microsoft Build 2016, the next evolution of the Zendesk integration with Office 365 Groups enables cross-functional collaboration, connects support agents to

Tip of the week: Notify customers of a post or comment converted into a ticket

March 29, 2016

One of the coolest features in Zendesk Community V2 the ability to create a ticket from a post or comment, and that’s what we’ll talk about in this tip of the week

The final four? Take your pick from 13 new Zendesk apps and integrations

March 28, 2016

If only there were an app to view your March Madness bracket right inside Zendesk…that would be a slam dunk. Okay, maybe not. But extending Zendesk with apps and integrations does give you the home court

Retailers connect on all the right channels

March 25, 2016

Innovative brands know that some channels serve customers better than others. These retailers share why multi-channel support means choosing only the best channels for their customers

Get out your gardening tools—how to clean up your users, groups, and organizations

March 24, 2016

Getting your hands dirty, in the weeds, isn’t always fun, but it’s an important maintenance task to help ensure workflows are optimized for agents spending their day in Zendesk

Ticketing and chat, a match made in customer heaven: introducing the upgraded Zendesk Zopim integration

March 23, 2016

Introducing V2 of the Zendesk Zopim Integration. In this version, Zopim automatically creates a Zendesk ticket at the start of a chat

Tip of the Week: What to expect when rolling out Satisfaction Prediction

March 22, 2016

Satisfaction prediction has the potential to change the way your team processes customer support requests. See what to expect as an advocate and as a manger in this Tip of the Week

Why every support team needs a data analyst

March 21, 2016

Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made the move from advocate to analyst and clues us into the types of support stories data can help tell

See the customer journey more clearly: Introducing the Pathfinder app

March 18, 2016

The Pathfinder app allows you to provide more personalized support. Advocates are given insight into which Help Center articles and community forum posts customers have already viewed

Community Tip: Set up Zendesk ticket threshold notifications for email and Slack

March 17, 2016

Notifications are incredibly helpful and can offer instant business insight, but everyone knows they quickly become bothersome if you’re getting too many at a time. The answer to this conundrum is simple

Let the machines do the learning: Introducing Satisfaction Prediction

March 15, 2016

Support agents have a lot on their plate. Agents must respond to a wide variety of questions, constantly flexing their problem-solving muscles, while also working to keep the customer satisfied

Answer your customer’s call with Basic Voice: Cloud-powered phone support available to everyone

March 15, 2016

If you were to step into a store on main street, you’d chat with the someone behind the counter for help. That immediate, personal interaction is the kind of positive support experience most businesses want

4 barriers to empathy in customer service

March 11, 2016

Empathy is a word that’s easily tossed around in customer service. It’s also a standard job requirement for any professional in a support role. But more than an industry buzzword, empathy is tough to muster on demand

How to maneuver a mega conference like SXSW

March 10, 2016

SXSW is what you make it. It can be a great learning experience, a huge party, or something in between. Here a few helpful tips

Community Tip: Show customer love by sending a personal follow up

March 8, 2016

This Zendesk Community Tip from Magoosh explains an easy way to remember to follow up with customers after a certain amount of time

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