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’

There’s a popular rant by comedian Louis C.K. about our cultural impatience with slow Internet connections on mobile devices and on WiFi-enabled airplanes. He sounds a bit curmudgeonly, but he’s only trying to say

You don’t need a CIO to tell you how many cloud-based applications modern companies now rely on. From functions like file-sharing to security to customer relationship management, the sheer number

There are lots of ways to collect customer feedback—even from afar. One of the most common tools is a customer survey—NPS®, Transactional CSAT, Global CSAT and Customer Effort Scores are a few common survey types. Here’s is an overview of each

Think of your community as a clubhouses for customers. A place where they can learn and converse about your product–all while strengthening their connection to your brand

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 our ticket escalation process

Henry Ford once said, “Coming together is a beginning; keeping together is progress; working together is success.” For all the interdependencies between technology and people

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 maintaining your Zendesk account

The new Zendesk add-in for Microsoft Outlook enables anyone in an organization to create a new customer support ticket with a one-click button from directly within Outlook

If you have multiple Facebook pages linked to your Zendesk account, and you want to identify which Facebook page your tickets are coming from, this tip of the week is for you

Meet Arthur, team lead for Zendesk’s Tier 1 support in APAC. Based in Manila, where he was born and raised, Arthur’s career trajectory is not necessarily what you’d expect. After working as a web developer for more than 10 years, he wanted to try

Print Syndicate proves that you can be serious without being too serious. Whether you want to make a political statement or tell the world that you’re a foodie, a cat-lover, video game nerd or

Recently, we undertook a large customer research project, during which we spoke to thousands of our customers. We learned that as Zendesk continues to grow and attract companies of all sizes, our customers’ needs have also

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