Because newsletters can be fun

Love the Ones You’re With: Lohika’s Unusual Path to Exceptional Success (Part 2)

July 23, 2010

Part two in a two-part series Zengage contributor Jill C. Nagle sat down with Daniel Dargham, CEO of Lohika, to learn how he’s managed to get 100 percent “referenceability.” That is, every one of his clients would recommend his company. As we learned in part one of this series, some of Dargham’s methods are completely […]

BigTent Uses Web 2.0 to Help Customers Help Themselves

July 22, 2010

Zendesk has been a huge timesaver for our staff. Thanks to built-in Triggers — which our previous solution didn’t include — we’ve reduced the number of tickets requiring agent interaction by 22 percent. — Rosa Terrazas, Director of Community Support BigTent is where trusted groups connect online. This free platform for family-friendly organizations strengthens group […]

Loving the Ones You’re With: Lohika’s Unusual Path to Exceptional Success (Part 1)

July 22, 2010

Part one in a two-part series Daniel Dargham, CEO of Lohika, an outsourced software development company, is charming, soft-spoken and eloquent. His experience and education spans decades and continents, and he’s obviously put much time and attention into crafting his company.  And his business practices, while certainly inspiring, would be considered by many to be […]

Write The Company: Total Up Your Iron

July 22, 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 […]

My Dear Aunt Sally Taught Me How to Analyze My Business

July 20, 2010

My Dear Aunt Sally is a mnemonic used to remember the order of operations in basic math. MDAS = Multiplication, Division, Addition, Subtraction. When I was 9, “My Dear Aunt Sally” was a bit of magic. It took something seemingly unattainable – the complexity of mathematics – and brought it completely within my grasp. Suddenly, […]

Tip of the Week: Turn tweets into tickets with one click

July 16, 2010

This week we introduced the ability to turn a tweet or direct message into a ticket in Zendesk — and all within the Twitter client of your choice. It’s pretty incredible, even if I do say so myself. Setting it up is a one-time thing — it’s easy and works straight ‘out-of-the-box’. Add your Twitter […]

Write The Company: Is Mountain Dew a Sperm Killer?

July 15, 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 […]

Culture and Customer Service – Air New Zealand

July 15, 2010

I travel. A lot. Last year I did around 200000 miles in the air and all of it was with Air New Zealand on their own, or their code share partner’s, flights. I spend a lot of time talking about what an amazing experience travelling with Air New Zealand is, and I wanted to take […]

Winning at Multichannel Hopscotch

July 14, 2010

If you didn’t know better, you might think your customers were trying to outsmart you. They’re hopscotching across every channel you offer. They research online, and buy in a store. They spot an item in your catalog, and order via your call center. They download coupons from your Facebook fan page to a mobile device. […]

Hoot that Twicket – Streamlining Support for Increased Happiness

July 13, 2010

This Zengage Special Feature is authored by Dave Olson, Community Director at HootSuite. Customer Conversation & Support The line between customer relationship management, technical support, and promotional campaigns is blurring. No longer is one silo for support adequate as customers expect interactions across multiple channels — including questions posed within Twitter. This situation presents great […]

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