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Even More Twitter Love

July 13, 2010

Back in early 2009 when we announced that Twitter was using Zendesk as its support platform I wrote the following in a blog post: We believe that the entire support industry will gain from Twitter’s choice of Zendesk. We will use their experiences to make ‘tweets’ a fully legit support channel in our continued efforts […]

Content strategy and customer service: A talk with Ann Rockley

July 12, 2010

Apparently, you can be a content strategist without knowing it. In June of 2008, after years of working as a writer, I got tapped by a recruiter looking to fill a content strategist position at eBay. Looking at the job description, I wouldn’t even have guessed I was qualified. After some tests and an interview, […]

Tip of the Week: Calculate Your Average Resolution Time using CSV exports

July 9, 2010

As we described in Tip of the Week: Review Ticket Resolution Times with Reports, you can get a good snapshot of your support tickets using the Zendesk graphical reporting available to all accounts (go to the Report page under the Manage tab). If you want to do some more heavy duty analysis, however, it’s best […]

Twitter Lessons from Businesses Big and Small

July 8, 2010

A few days ago on Zengage, Ben Kepes wrote about the different ways a business might approach Twitter, with some examples both good and bad. Like any tool, Twitter is only as good as the person — or in this case, the company — using it. Knowing why your business is on Twitter is crucial […]

Animoto Visualizes a Vibrant Support Community

July 8, 2010

The Zendesk forums have let us turn support into a community activity. By tapping into the knowledge of our user base, we can provide the right answers sooner — without increasing our headcount. — Megan Etzel, Customer Relations Coordinator Animoto is a web-based video creation platform that lets anyone quickly and easily create professional-quality videos […]

When Corporate America is Your Pen-Pal

July 8, 2010

Today, we at Zengage are thrilled to introduce a new regular feature from the hilarious writer over at Write The Company. We came across Write The Company the same way you always discover great stuff on the internet: somebody sent us a link saying “This is hilarious”. They were right. Three times a week, Write […]

Write The Company: A Whiff of Little Trees

July 8, 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 […]

The Trust Manifesto

July 7, 2010

Over the past few years, we have seen a fundamental breakdown in the confidence and belief that individuals are willing to place in large organizations and in the people who run them. When asked to rate the ethics of various professions in a recent Gallup poll, Americans ranked those who represent big business and big government near the bottom. Only 12% of respondents rated the ethical standards of business executives as “high” or “very high.” Members of Congress fared even worse at 9%.

Customer Service Through a Vending Machine

July 6, 2010

I don’t like going shopping, I’ll admit. Malls are overwhelming, the grocery store is exhausting, and while I can spend hours wandering the aisles in a bookstore, I often leave without buying anything because I don’t have a list of friends’ recommendations and reviews handy. For books, electronics, clothes, I’m far more prone to purchase […]

Features as benefits; or, Would you like some facts with your fish?

July 6, 2010

Recently, Whole Foods introduced “a color-coded ranking program” that marks the fish they sell according to how sustainably it was raised and/or caught.  They want to provide their customers with as much information as they can about the exact features of the fish.  As they wrote in a recent blog post about the color-coding, We know what it was […]

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