Live chat interactions are a treasure trove of actionable data about your customers. Zopim’s new Chat Tags are designed to easily uncover the hidden gems.
When Zendesk’s Melbourne office opened in our new location today, we took the opportunity to go big in expanding our commitment to Victoria with two major initiatives
I doubt that Mark Zuckerberg thought much about disrupting customer service as he developed Facebook in his dorm room. But he did. Facebook, and later Twitter, revolutionized how customers and businesses interact every day. Customers are taking to these instant and
There is now a way to create an automated public follow-up for tickets in a Pending state. In this Community Tip, we’ll cover to be used in automation to trigger a public comment visible to clients
Today, customers don’t expect proactive support, but they should. The world around support has changed, technology has advanced, but support has remained stagnant for too long. It’s time support evolved
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 our IT department provides company-wide support with
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 capturing the right user data to provide a more personalized
As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one of only a few countries around the globe to not have paid parental leave at the federal level. A few states have
This tip of the week covers how to include 0 values in Insights reports. To do this we’ll create a custom metric using the IFNULL function
A little-known fact: doodling helps you pay better attention. It’s probably safe to say that doodlers also have more fun. This month we’ve got something extra special in Zendesk Labs
So, how do you encourage customers to be loyal? A lot of advice on customer relationships tells you to “delight” your customers. But, there is little difference to customer loyalty when you exceed customer expectations versus simply meeting them
This tip of the week addresses those instances where our integrations with SurveyMonkey and Zapier combine to give you a clean connection of data into your Zendesk tickets from custom survey questions
It’s normal to feel overwhelmed by the sudden increase in chat volume during the holidays, but it can also be the time for your business to showcase great customer support. Here’s how you can manage a surge in chat volume during the holiday season
We are excited to announce that we have acquired the company and team behind the award-winning BIME Analytics. They have been pioneers in the area of cloud-based analytics since 2009, and we are excited to welcome them to the Zendesk product family. BIME Analytics is a modern business analytics platform, which includes real-time connectors to […]
Your business has customers. But each organization within your business has customers too. This is more apparent in some departments than others: your IT team sets up new laptops and fixes technical issues across the company; your HR and recruiting teams source
Any company that deals with physical goods needs a way to manage their inventory. TradeGecko is a best-in-class SaaS solution for that often painful and non-sexy part of a business. In fact, they look to
Just like our relationships with friends, family, and colleagues, our customer relationships can get complicated. In business, as in life, maintaining healthy relationships takes work—a lot of work. We get it. That’s why today we’re launching
Digital customers no longer accept being treated like transactions instead of people. Thus, the growing demand for customer support that’s embedded into the online experience. Brands can design customer service into your product or app experience with Zendesk’s Mobile SDK and web widget
Meet Abel. A support engineer in our Dublin, Ireland office, Abel has made himself known to his peers around the globe, and his innovative ideas have earned him the moniker “secret professor.” His manager shared
Improving the agent experience (and making it easy to use cat .gifs) was our guiding light when designing the new Zendesk “Rich outbound content for agents” feature (aka WYSIWYG – what you see if what you get). With this feature, agents can now format comments that same way they would an email or word doc, without the nuisance of markdown syntax
In mid-September we unveiled a better-than-ever apps marketplace. With 320 apps and integrations to date, it was time for a fresh look and feel, easier discoverability, and a more
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 Embeddables. Throughout the day, I’ll share our pro tips for incorporating
Join us in the Zendesk forums for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on how rolled out chat
As the inaugural Relate Live conference fast approaches, we’re busy putting the finishing touches on what promises to be a great event in New York. Wondering if you should attend, too? We certainly think so. But don’t take our word for it: We asked
