Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around
Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team
This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.
Pipedrive uses the Zendesk Support, Help Center, Talk, and Chat products—and nearly every feature within Zendesk Support. “Zendesk fulfills all our needs,” Kõiva said, “and there’s no other software out there that is able to do that
Offering customers access to top-notch customer service teams is a box smart companies need to check, no matter their size. The advent of new customer service tools makes an even stronger case for best in class customer service: Agile customer service can do more than save your company money—it can drive revenue
As the need for customer service professionals to provide excellent customer experience expands, retailers must empower them with new tools and technologies
Most customers prefer chat to email—why wait for a response via email when a question can be answered within minutes on live chat? As more and more customers expect support via live chat, it’s important for businesses to not only juggle live chats, but exceed chat expectations, whether it be via web or mobile
To compete in today’s marketplace, retailers need to make customer data available to their agents in an easy, consumable way so they can serve their customers better than the competition
We’re happy to share one last box of goodies before the end of the year. This new round of integrations will help you do everything from working on tickets inside Slack to adding videos to support tickets. UserVoice UserVoice helps you listen to your most important stakeholder—the customer—and turn their feedback into actionable data to […]
It’s not a new topic of contention, but artificial intelligence (AI) is more relevant than ever. More and more businesses are using AI to provide better services to customers, similar to Apple’s Siri
Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story
To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook on “Getting Started with Zendesk Talk”.
In 2014, Zendesk officially launched Link-SF, a collaboration between Zendesk and a local non-profit, the St. Anthony Foundation’s Tenderloin Technology Lab
Shopify’s Director of Technical Support, Chris Wilson, tells Shopify’s Zendesk story in his own words
We sat down with Patrick Adriaansen, Managing Director of the BPO unit at Driessen HRM, and asked him how his company uses Zendesk Support and groups in Outlook
Pup-people with questions about BarkBox can now choose to privately and playfully interact with a dog (in lieu of a human) via direct messages on Twitter
This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.
There ways companies choose to measure their people and customers is changing to a more relationship-based approach
According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences
Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script
More people use phones than laptops or desktop computers. And texting—which is a lower commitment than a phone call and more efficient than an email—is the most popular activity on smartphones
No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone
Some of us aren’t so great about answering when opportunity knocks. Not the case with Justin Helley. He manages the Advocacy Training & Development team
Any retailer knows today’s consumers expect the best, and they won’t stay loyal for long if they don’t get it. Influenced by social trends and empowered by technology, customers want every retailer