Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent’s ticket privilege, so agents only see the ticket that they are authorized to
Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.
We’ve talked about why it’s important to scale your customer support when your business is growing. But how exactly does a company go about implementing changes that will help their customer support accommodate increasingly larger volumes of customer requests?
Recently my colleague come across a very specific change management process. All approvers were added as CCs to a ticket. This action can be simply done manually, by a trigger, or by an app. However, the goal was to remove a user from
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 Blueprinting your Help Center. Throughout the day, I’ll post suggestions for brainstorming and refining ideas for
The Zendesk Apps Marketplace is growing all the time. In the last few weeks, we’ve added new apps and integrations for messaging, dashboards, time tracking, and much more, including a special something for
Deciding whether to offer customer service on social media, and how best to go about it, is not a discussion limited to support organizations. Great social care is the product of
When we’re not face-to-face with friends and family (and sometimes, even when we are), we use chat and messaging to have “live” conversations. Imagine if Facebook Messenger could give you the same instant access to your favorite business or retailer that you already
With Zendesk’s Multibrand solution, all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide
First impressions don’t always tell us everything we need to know, but they are important—especially since we only get one shot. When it comes to business, your company’s branding is often a
Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for
It’s easy to recognize that each company and their approach to support, tickets, and their customers is unique. Out of fairness, here’s the approach I’ve had for the last two years that’s turned out to be
When I started working on the support team at Zendesk three years ago, there were only 13 people on the team. Now, that same team is around 60 advocates strong. In the early days, our support process was simple
Starbucks and Apple have deeply loyal and satisfied customer bases that they have built and nurtured over the course of decades. What are they doing right, and what is their secret to return customers? Let’s find out
Join us in the Zendesk forums today for the first installment of our “Zendesk on Zendesk” series. We’re hosting a day-long discussion focused on how we rolled out Zendesk Voice for Customer Advocacy here at Zendesk. I’ll share suggestions about how to plan for a
We recently chatted with Maria McCann, Chief Venturer at JoHo Ventures and responsible for helping Aurora Fashions, the London-based company behind the brands Oasis, Karen Millen, Coast, and Warehouse. McCann has a reputation for
The Out of Office app is the first product developed by the Support Engineering team at Zendesk. It’s a tool for managing the availability of an agent and ensuring that
“No great thing is created suddenly.” That’s the principle behind the development of our community programs at Zendesk, which we’ll be talking about at SXSW on March 14
Getaround is an on-demand carsharing community, creatively tackling the very real problem of car overpopulation. Since 2010, they’ve launched carsharing in five major U.S. cities, and expansion at this speed has required
Nowadays, consumer expectations of customer service have reached new heights—providing support via phone and email has become the default standard for most companies. To differentiate your business and improve the customer experience, it’s important to
The Help Center is a great tool to offer self-service options for your customers, and we’ve got lots of great documentation to help you set up and customize your own. This tip of the week is to help troubleshoot
My how we’ve grown! The Zendesk Apps Marketplace now has 280+ apps and integrations. Among the latest additions
While customer loyalty may seem like a sure-win game, there are some potential drawbacks (unbelievable, we know) of having loyal customers.As the saying goes, there’s no hate without love. Loyal customers may love your business, but sometimes all it takes is one disappointing interaction to turn your biggest fans into your most vocal haters. Although loyal customers tend to give second chances to companies when they make mistakes, that’s only one opportunity to make things right.