Because newsletters can be fun

Rewarding Excellence in Customer Service and Support

August 13, 2010

If you’ve ever worked in customer service or customer support then you know one thing for sure: it is hard work. And it’s very clear when someone is exceptionally good at it. You know the type; patient, but not a pushover; personable, but not over-the-top; able to handle a million things at once and yet […]

Write The Company: In the Words of Merriam-Webster

August 12, 2010

They say Corporate America has no sense of humor. Are “they” right? Find out by following Write The Company — a consumer humor blog consisting of crazy consumer affairs and customer service letters about everyday products, services and brands … and what the companies behind them had to say about it. Each week Zengage brings […]

Conversations: Name Calling With Huddle

August 11, 2010

Zendesk CEO Mikkel Svane sits down with Andy McLoughlin – founder of Huddle, a business collaboration tool. The two discuss how businesses need tools to fill the whitespace between them and the trials of trying to name your startup. Also, Mikkel calls Andy a bastard.

The Customer Isn’t Always Right: Steven Slater, We Salute You

August 11, 2010

He did whaaaat? It was the kind of “take this job and shove it” moment that most of us have probably salivated over. In a curious blend of crazy and courageous, JetBlue flight attendant Steven Slater literally jumped from a plane to escape an abusive customer, dropping an f-bomb or two along the way. And […]

Florida-based Worden Farm’s Fresh Approach to Customer Service (CSA)

August 10, 2010

In an era where we can transact virtually every aspect of our lives anonymously and impersonally, I’d like to see more companies explore a business model where customers invest in the actual production of its goods. Take Worden Farm. Located in southwest Florida, it is one of a growing number of small (and often organic) farms operating […]

Everyone’s an Author (Or at Least Can Be With Custom Publishing)

August 9, 2010

Those who fancy themselves true connoisseurs of the written word have at least once in their lives flipped through a book, perhaps even a bestseller, and thought, “Heck, I could write better than this.” Well, now opportunities abound to prove it. Derisively labeled “vanity publishing,” self- or custom publishing used to be the last resort […]

Tip of the Week: Build Custom Workflows With Tags

August 6, 2010

Tags are a versatile tool within your Zendesk utility belt. Because they can be used in many different contexts, they are often your best bet when trying to set up custom workflows. We discussed previously how you can use tags to analyze your macro use. In this tip of the week, we’re going to see […]

For Better Customer Service, Please Hang up the Phone

August 6, 2010

Phone calls used to be seen as private conversations, best held at home, behind closed doors. Even public phone booths had glass doors or metal walls so that a caller had some privacy. But as cellphones and smartphones have become ubiquitous, and we are reachable at anytime and anywhere, our conversations have become more public. […]

Engaging Employees, Out of Freedom Comes Love

August 6, 2010

I’ve posted before about the best leadership style for managers, specifically looking at whether a “lead from the front” approach is most effective or a “get out of the way and leave it to the people who know best” approach yields dividends. I wanted to  look a bit deeper at why modern industrial psychological thought […]

SnapABug Brings More Zen To Live Chat

August 5, 2010

Remote screen capture and live chat provider SnapABug has developed into one of our most popular and well-regarded integrations, and for good reason.  Since launching its first Zendesk integration in December 2009, the SnapABug team has continually leveraged our extensive API to bring more of the Zendesk experience to live chat operators.  With the ability […]

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