Because newsletters can be fun

For the Apocalyptic-Minded Customer

October 5, 2010

If you have $800, you too can walk away with a year’s supply of such deliciousness as six cans of dehydrated potato chunks, three cans of bacon TVP (textured vegetable protein), and six cans of whole eggs. Living up to its time-honored rep for selling anything and everything in enormous quanities, big-box retailer Costco has […]

Telecom Pioneer Dials Up Support Agent Productivity

October 5, 2010

“Cubic Telecom has grown its business by 20 to 50 percent, per year, for the past three years.  Zendesk allows us to keep support costs down, measure and maximize effectiveness, and manage our customer relationships. If we didn’t have Zendesk, we’d be overwhelmed by emails and unable to keep up and focus on new growth.” […]

Happy Birthday Zendesk! 3 Years and Beyond

October 5, 2010

This month Zendesk celebrates its 3rd birthday (and you should join us for our bash on the 14th). I have two small girls, one just turned four and the other turns three this December, so they’re practically the same age as Zendesk! There are a lot of parallels between having children and building a company. […]

TechCrunch Disrupt Investigation: What Happened to Customer Support?

October 4, 2010

I love pretending that I’m some sort of Magnum P.I. for the customer service world. Although I have neither a mustache, nor a rug for chest hair, when the opportunity presents itself, I don my best not-working-for-a-help-desk-software look and start asking questions. Last week, for instance, I was fortunate enough to go along to TechCrunch Disrupt, and while […]

LogMeIn Rescue for Zendesk – Remote Support Solution Webinar

October 4, 2010

Original Webinar Date: September 30th, 2010 Now you can combine remote support from LogMeIn Rescue and ticketing workflow from Zendesk to deliver fast, reliable support for PCs, Macs, and smartphones. Let your support team collaborate with customers in real time to quickly diagnose and resolve issues. In less than an hour, you will learn: What […]

Now if Congress could only go after those flashing banner ads

October 1, 2010

The Senate passed a bill late last night with the amazingly great name of “The Commercial Advertisement Loudness Mitigation Act”. Hmmm, what’s the acronym for that? You got it: CALM. The bill will try to keep the audio levels of television commercials the same as the shows they interrupt. (You know how sometimes you feel […]

Tip of the Week: Email Support for Two Different Products

October 1, 2010

It is a common scenario for one company to produce more than one product – a software company with three different apps for instance; or a print shop that sells its products to two distinct audiences. In these cases, it can be helpful to keep the support experience for your customers specific, not to your […]

Badgeville Basics: Game Mechanics and Customer Loyalty?

October 1, 2010

SAN FRANCISCO, CALIF. – SEPT. 29, 2010: Badgeville is recognized at the closing awards ceremony for TechCrunch Disrupt 2010. Photo by Dave Getzschman Can customer engagement be increased through game mechanics? Facebook friends, Twitter followers, LinkedIn connections, Yelp Elite, are some of the most familiar achievements and milestones, hard-earned by our online personas. In many […]

5 Lessons for Startups Dabbling in the Power of Disruption

October 1, 2010

With the conclusion of TechCrunch Disrupt San Francisco, I wanted to send a big thank you to the entire TechCrunch team for organizing a great event, and also organize some thoughts inspired by experiences I had on the conference floor. The forum was intense, characterized by entrepreneurial appetites for greatness, passion, and an overall drive […]

No More Product Placement

September 30, 2010

Fed up with seeing Dorito bags and cans of Diet Coke purposefully peppered throughout your movies and television programs? Unlogo, a brand new Web service, might be your solution. The service detects logos and corporate signage in videos and then nixes the nasty buggers from the screen. Jeff Crouse, the man behind this service, says: “We’re […]

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