“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
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
Currently, when you create a ticket form, there is no tag for specific organizations. In this tip, I’ll show you a workaround that allows you to hide ticket forms based on user’s organizations.
Did you know that 66% of customers will spend more with a company that they believe provides excellent service? Welcome to the age of the customer, where businesses fly or fail based on the customer service they provide
Sarah-Jayne Grabiec, Global Customer Experience Manager at AllSaints, has been with the brand nearly four years. Sarah’s journey with the brand began as general manager of
It’s common for engineers to seek help from senior engineers in order to resolve tickets or escalate them. When a ticket is escalated, the senior engineer owns it—making it easy to track. In some cases though, the ticket is not formally escalated but a senior engineer is still assisting
This month we are excited to share that we have reached a new milestone in the Zendesk App Marketplace. We thoroughly enjoy working with all of our wonderful partners to build all of these apps and integrations and want to celebrate all of their work and creativity. Today we are proud to announce Instabug as big number 300!
Join us in the Zendesk forums today for the next installment of our Fine Tuning series focused on implementing chat as a channel.Throughout the day, I’ll post suggestions about how to set goals for chat, whether to use proactive or reactive chat, and agent workflow best practices
Invoice2Go, a mobile application designed to help small businesses with invoicing and expense tracking, has been a Zendesk user ever since the inception of their customer service team. They chose Zendesk back in 2011 because it displayed the perfect balance between value and features.
Have you ever looked at your reporting dashboard and wished you could see the exact tickets in your Zendesk that are created after a search or article view? Sure, you can see how many tickets were created after searching for a term
The headline gave it away, but before reading that, would you have guessed that live chat is the customer service channel with the highest customer satisfaction rate? That’s just one of many goodies in the latest
Waiting for support or assistance is something that customers hate, but companies can make the wait more bearable by offering creative alternatives to keep customers busy while waiting in line. These are just a few ideas to get your creative juices flowing and hopefully help set your company apart from the customer service team next door
In support, and especially B2B support, it’s a fairly common to restrict specific content in your Knowledge Base and/or your contact form depending on who’s currently connected to your Zendesk. For example, when supporting multiple companies, you don’t want Company A to see Company B’s Knowledge Base articles. Company C might be the only one allowed to see a specific ticket form. Or, perhaps, Company D would like a specific email template. Every company has different customizations and you need to stay on top of them all
Today at Zendesk, we closed down our laptops. Stepped away from our desks. Marched out of our offices and took to the streets—the streets of all our neighborhoods around the world
We spoke with Sara Liddle and Avril Trump at Sure, a telco provider to the Channel Islands and Isle of Man. Sara focuses on the customer experience and journey across Sure, and Avril manages the support team at the company’s contact center. Though Avril doesn’t make much of it, she’s been
Today, we celebrate a major milestone in Zendesk’s history. We have the good fortune of announcing that the Zendesk Neighbor Foundation is a real, live nonprofit organization that will help us expand our commitment to
Friends should never work together. How many times do we hear that? But who would you want to build a startup with, if not your friends? Who else would you want to spend so much time with? Who else could you convince
Customers will call, customers will interact, and customers will even vent at you. But the truth is, each interaction (whether good or bad) provides information about how your company can do better. Here are 5 ways customer interactions can improve your business.
Friends, Romans, Zendesk Users, lend me your headsets, for today we celebrate the second annual Zendevian Cup! Once a year Zendesk employees from around the globe engage in an epic battle of skill and creativity. This 24-hour hackathon
Every month new apps and integrations are added to our Apps Marketplace. The more the merrier, we say. From telephony solutions to on-boarding tools to meeting
Are you a car buff? If not, you probably only pay attention to the automotive industry when you need to buy a new car. Suddenly, you need to know what’s out there, what’s in your price range, and how
If you work in customer service, you “get it”—of course what you do benefits your business and your bottom line. But ask around outside your own team, and you’ll find
Recently, we’ve had the amazing opportunity to play around with enhanced service level (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I thought I’d share some of what we learned along the way in this Community Tip
BuzzFeed’s community is loud and proud, averaging 6,000+ comments a day on its website and Facebook page. Additionally, an average of 113 additional messages are sent in to BuzzFeed daily through the editorial feedback form on its content page. It’s flat out amazing to BuzzFeed that readers spend effort to write personal messages—and BuzzFeed is adamant about returning the gesture