Because newsletters can be fun

Support Team Spotlight: Monarch Teaching

July 1, 2010

Part of an ongoing series about how you do support. Based in Shaker Heights, Ohio, Monarch Teaching Technologies, Inc. creates technology-enhanced solutions that provide effective and cost-efficient support for children with special learning needs. We recently spoke with John Haprian, Vice President of Operations at Monarch, about how support works at their organization. Describe how […]

Should Management Lead the Way? Or Get Out of the Way?

June 29, 2010

When it comes to effecting change within an organization, it might sometimes appear that we have divergent themes going on here in the Zengage blog. On the one hand we’re firm proponents of the ‘bottom-up’ approach that says that organizational change is most readily created from the grass roots – line workers adopting tools, developing […]

Tip of the Week: Embed a Zendesk Mobile Feedback Tab into Your Android or iPhone Application

June 25, 2010

Today’s smartphone users expect rich, on-demand mobile experiences at their fingertips.  This expectation extends to receiving customer support.  What happens when a customer is using your app on their phone and wants to ask a question? Your customer may: Leave your application and attempt to find support on your website via their mobile browser. If […]

When Your Consumers Become Producers

June 24, 2010

It wasn’t all that long ago when the idea of “Do-It-Yourself” was associated primarily with craft hobbies and home repair. But recent technologies have facilitated our ability to undertake a variety of new DIY projects, from video and music production to publishing, and it’s becoming far easier for us to become producers, not just consumers, […]

Sweat the Small Stuff

June 23, 2010

The TED conference is beautiful – despite being a somewhat elitist event with tickets that are out of reach for mere mortals. They are the ultimate conference for thought provoking presentations. As the TED strapline says, they’re all about “Ideas Worth Spreading”. Rory Sutherlands recent presentation is no exception. Rory Sutherland is an ad-man, he’s […]

Saying Customer Engagement in Spanish

June 22, 2010

In a recent Zendesk Tip of the Week, we talked about the importance of speaking your customers’ language and how to implement multiple languages on your Zendesk. Zendesk itself is based in the U.S. and while most of our customers speak English, we do have a significant and growing population of non-English-speaking customers. Some of […]

Follow the Engagement Leader

June 21, 2010

Mark Burstiner explains why he’s called the Engagement Leader over at Squarespace (as opposed to say, the Community Manager) Right now, while digital media is causing a massive shift, brands are finally starting to get wise, and are starting to hire Community Managers. The problem with that title, as Alex Hillman has pointed out, is […]

Analyze, Personalize, and Profit

June 21, 2010

Is your company targeting customers with personalized marketing emails and web content? It should be. The reason is simple: Customers like it. A new study by Forrester Research for email service provider e-Dialog, based on a web survey of 2,000 users in the U.S. and U.K., revealed strong consumer preferences for personalized emails. Customers want […]

Tip of the Week: Turn a Ticket into a Forum Post

June 18, 2010

When we talked recently about how to turn a community forum topic into a ticket, we said: Conversations (especially on the web) are dynamic entities that can take place on different levels at once. Being able to turn a community topic into a ticket reflects that dynamism. Well, keeping that in mind, it only makes […]

The Vulnerable Customer

June 16, 2010

Here’s a word you don’t hear often in customer service: Vulnerable A lot of ink has been spilled (or perhaps these days, pixels rendered) on customer service. Keeping customers happy, creating positive experiences, earning their loyalty, and so on. But let’s look for a moment at that little window of time when a customer reaches […]

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