Because newsletters can be fun

Tip of the week: Porting numbers into Zendesk Voice

January 12, 2016

For the best audio quality and overall Voice experience, we highly recommend that you port any existing customer service numbers into Zendesk Voice. In most cases, this means

Getting up close and personal with customers on Facebook Messenger

January 7, 2016

Everlane is an online-only retailer known for their “radical transparency”—a value system they doggedly put into practice. The company discloses the true costs of

Gartner Predicts 2016: Peering into the future of customer service

January 6, 2016

Anyone get that crystal ball they wanted for Christmas? Anyone? Me neither. Fortunately for those of us who still can’t see into the future, the CRM analysts at Gartner have put together

An analytics platform built for every job: Introducing BIME v7

January 5, 2016

Just before the winter holidays, our friends over at BIME launched version 7 of their analytics platform. BIME helps businesses discover and visualize the data and KPIs that matter most, and became

How to provide feedback to mentees that doesn’t sound like criticism

December 30, 2015

Meet Benjamin, a veteran Tier 1 advocate working from Zendesk’s Madison, Wisconsin office. When he joined Zendesk, the Madison office was less an office and more a basement, and the team

Provide innovative customer support on any channel

December 29, 2015

Customers have different preferences about how they receive and access customer support—whether that means talking over the phone, messaging an agent on an app, chatting online, or sending

13 new apps to kick off 2016

December 28, 2015

In the final days of 2015 we look back at a great year of apps and integrations, and a redesigned apps marketplace to house them. Before the calendar turns overs, we’re squeezing in 13 new additions

Phone support do’s and don’ts

December 22, 2015

In the world of customer service, voice support still holds steady as a channel that customers love. Use this infographic to discover the right and wrong ways to provide phone support

Dance like nobody is waiting: announcing the Best Hold Music winner

December 22, 2015

For two weeks we held a global contest to find the world’s best hold music. It was a close and scrappy fight, but a winner has emerged, shining, victorious, and sporting a dope beat

Fine Tuning: Help Center customization

December 17, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on Help Center customization. Throughout the day, I’ll post suggestions about how to take advantage of

‘Tis the season for warm transfers

December 16, 2015

Much ado is made about Black Friday, but it’s hard to understand what a frenzy it really is until you’re on the customer service end. UK online retailer allbeauty.com, which specializes in perfume, cosmetics, skincare and haircare products, typically rakes in

Tip of the week: Use Curlybars to add images to the Humble Squid category boxes

December 15, 2015

With Curlybars we are able to add the images to the categories natively. This makes it so our customizations are less susceptible to Javascript code breaking or the customer not having the right plugins enabled

Better together: Zendesk and HipChat Connect

December 15, 2015

Sometimes it takes a village to build great customer relationships. And just like any team doing great work together, the more tools we have to enable collaboration, the better. When it all works together in

Zendesk on Zendesk: Adding Advanced Voice Features

December 14, 2015

Last March we kicked off our first installment of this “Zendesk on Zendesk” series in the forums with a day-long discussion on how we rolled out Zendesk Voice for our own Customer Advocacy team. We’ve come a long way since then

Talk it out: introducing Advanced Voice, our new phone support product

December 10, 2015

In a world where customer relationships can make or break your business, it’s important that your customer support experiences are effortless for both customers and agents. Customers like voice support

Innovations in the retail customer experience

December 9, 2015

Learn more about retail inventions you already depend on and discover what’s in store for the future of shopping. This interactive infographic looks at innovation in the retail customer experience through the ages

The best hold music since ‘Careless Whisper’

December 8, 2015

With a few notable exceptions (shout out to Philippine Airlines!), most hold music is pretty shitty. Most of us will spend 43 precious days of our lives, waiting to speak to a customer service rep, while listening to some third-rate cover of ‘Careless Whisper’

In-context mobile support: A better experience for everyone

December 7, 2015

There’s a popular rant by comedian Louis C.K. about our cultural impatience with slow Internet connections on mobile devices and on WiFi-enabled airplanes. He sounds a bit curmudgeonly, but he’s only trying to say

Taking cloud portfolio management to the stratosphere

December 3, 2015

You don’t need a CIO to tell you how many cloud-based applications modern companies now rely on. From functions like file-sharing to security to customer relationship management, the sheer number

Use customer surveys to innovate your customer experience

December 1, 2015

There are lots of ways to collect customer feedback—even from afar. One of the most common tools is a customer survey—NPS®, Transactional CSAT, Global CSAT and Customer Effort Scores are a few common survey types. Here’s is an overview of each

Let’s give them something to talk about: Introducing Zendesk’s new Community features

November 30, 2015

Think of your community as a clubhouses for customers. A place where they can learn and converse about your product–all while strengthening their connection to your brand

Zendesk on Zendesk: Escalating tickets to developers

November 30, 2015

Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on our ticket escalation process

The better we work together, the better we work

November 24, 2015

Henry Ford once said, “Coming together is a beginning; keeping together is progress; working together is success.” For all the interdependencies between technology and people

Fine Tuning: The art of Zendesk maintenance

November 19, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on maintaining your Zendesk account

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