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Community Tip: Creating customized company views

August 4, 2015

In this Community Tip, I’ll share the various shortcuts we’ve discovered that allow our team to maximize the efficiency of the ticketing system and to balance the way we close tickets and maintain quality customer service throughout the process

5 ways to reduce customer care costs without compromising quality

July 30, 2015

According to research, over 70% of all customers who leave a company for its competition have no problem with the product. Their main issue is with the customer care offered. This means that customer churn can hypothetically be reduced by 70% with world class customer care

Fine Tuning: SLAs with Zendesk

July 30, 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 the Zendesk SLA feature. Throughout the day, I’ll post best practices and other resources about Service Level Agreements and our own SLA feature.

Zen U Tip of the Week: How to customize auto-response triggers

July 28, 2015

Can a ticket be created on behalf of a customer (via a phone call for example) without an auto-response being sent to the customer? Yes! In this Zen U Tip of the Week, we’ll look at work-arounds to prevent this trigger from firing for chat and agent-created tickets

Zendesk on Zendesk: Ticket Triage

July 27, 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 how we triage tickets

Tip of the week: Creating Insights reports to better understand duration between events

July 22, 2015

In this tip of the week, we’ll cover how to create reports based on custom metrics. Before you get started, you should be familiar with how to create metrics in Insights

New ICMI report: uncovering the hidden profits in your contact center

July 21, 2015

A new report from ICMI—sponsored by Zendesk—uncovered several opportunities for contact centers to provide more value to their organizations and even to generate revenue. That’s good news for the more than 62% of contact centers that are

How Tennessee’s government maintains an 84.5% CSAT score

July 16, 2015

In most government agencies, extensive procurement regulations means it can take months to build and implement software. However, Deputy Commissioner Dustin Swayne told us the Department easily

Summertime panda-monium in the apps marketplace

July 15, 2015

We love adding new apps to our marketplace and, once a month, we like telling you about them—especially when there’s an integration that includes pandas. This month brings new telephony and contact center solutions, motivational dashboards, convenient ways to manage calendar To Dos, and more

Tip of the week: Using business rules to send automated reminders to customers

July 14, 2015

While going back and forth in your support dialogue, what happens when the end-user suddenly drops out of the conversation? In this tip of the week, you’ll learn how to use business rules to help you create an automated process for managing pending tickets in your Zendesk

ICYMI: How Le Tote gets personal with customer service

July 13, 2015

In advance of our upcoming tweet chat, #ZendeskChat, with Get Chute (see details below), we wanted to share with you the conversation we had last month with Le Tote’s own Aubrie Rice around

Real questions, real answers for shoppers and consignors

July 9, 2015

The RealReal is an online, luxury consignment store for the discerning shopper. The company prides itself on being the leader in authenticated online consignment shopping. They go to great effort to make sure they re-sell the real deal when it comes to high-end clothes, shoes, handbags

Complex business hours? That’s easy! Introducing Multiple Schedules

July 8, 2015

Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of schedules to fully reflect all your support hours—no matter how complex the configurations

Sole Society’s chat team answers your SOS

July 2, 2015

From the top of your head to the soles of your feet, Sole Society makes it easy to look great. The ecommerce site provides high quality shoes and accessories at a reasonable price. Just click on SOS live chat to connect with a knowledgeable service agent.

4 ways IDaaS software removes friction from customer service

July 1, 2015

Cloud services typically minimize friction and risk for businesses of every size, and at every stage of growth. They’re just more adaptable and scale more easily than existing on-premises solutions that tend to be

Community tip: Reporting on KCS actions within tickets

June 30, 2015

If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]

Fine Tuning: Taking action on customer satisfaction

June 25, 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 turning Customer Satisfaction surveys into positive actions

The customer service secret that will grow your business

June 24, 2015

All businesses want to grow bigger and better. Increased conversions, soaring profits, and greater customer satisfaction—they’re the good kind of rising numbers that allow business owners sleep soundly. But growing your business isn’t always easy, and your best efforts can

9 tips for better customer feedback forms

June 23, 2015

Customer feedback is essential to improving your product, your delivery, and even your fundamental understanding of your users. Most companies know this, but struggle to gather enough good feedback to act on. Why? It could be as simple as

Zendesk on Zendesk: Team Communication

June 18, 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 communicating with your team and finding the best tools to do so.

Tip of the week: Getting started with the Mobile SDK (Part 1)

June 16, 2015

In this tip of the week, we’ll look at implementing the basic aspects of the Mobile SDK using the recently released Swift programming language for iOS and the Objective-C Zendesk SDK Framework

How Le Tote Makes Customer Service Personal

June 15, 2015

You’ve heard of the sharing economy? How about the subscription economy? Actually, it’s not all that new. In fact, businesses have been doing it for years. Magazine companies and newspapers were some of the first businesses to use the subscription model. And, let’s not forget where Netflix started: Checking your mailbox for your next three […]

2 live chat lessons from Tucows

June 11, 2015

“We organized the company around the call center, not the other way around,” said Ross Rader, vice president of customer experience at Tucows, a global Internet services company headquartered in

A Closer Look: In search of the perfect search experience

June 10, 2015

In the summer of 2013, Zendesk sent its first official NPS survey and the answers made one theme clear: as an agent working in Zendesk, our search sucked. How did we make it better? Take a closer look at the process

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