As a designer, I am somewhat removed form our customers. Thankfully, the Zendesk support team let me shadow them for a day. Here’s what I learned as a Zendesk advocate
Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his degree in Resort & Hotel Management in college, Rodney planned on a career in business and hotel management. Instead, he
Martijn Snels of pluscloud explains how his team embeds a Facebook Messenger button in the Help Center. With the introduction of Facebook Messenger Page Plugins, this is now possible.
Figuring out how to be more efficient—how to ‘do more with less’—is a top priority for pretty much every team. When it comes to support, each team manages its queue differently and frequently uses a host of
Clothing that’s one-size-fits-all never really fits. The same goes for one-size-fits-all customer service solutions. Whether it’s live chat, voice support, or self-service, consumers have strong
This January brings a little something for everyone to the Zendesk Apps Marketplace—from apps for task management and time-tracking to e-commerce and adding .gifs to tickets. We also have
At Zendesk, we believe that customer service is integral to the overall success of your business. We’ve long beat the drum about providing customers with a beautifully simple and friction-free
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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’
