In most government agencies, extensive procurement regulations means it can take months to build and implement software. However, Deputy Commissioner Dustin Swayne told us the Department easily
In advance of our upcoming tweet chat, #ZendeskChat, with Get Chute (see details below), we wanted to share with you the conversation we had last month with Le Tote’s own Aubrie Rice around
The RealReal is an online, luxury consignment store for the discerning shopper. The company prides itself on being the leader in authenticated online consignment shopping. They go to great effort to make sure they re-sell the real deal when it comes to high-end clothes, shoes, handbags
Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of schedules to fully reflect all your support hours—no matter how complex the configurations
From the top of your head to the soles of your feet, Sole Society makes it easy to look great. The ecommerce site provides high quality shoes and accessories at a reasonable price. Just click on SOS live chat to connect with a knowledgeable service agent.
If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]
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 turning Customer Satisfaction surveys into positive actions
Customer feedback is essential to improving your product, your delivery, and even your fundamental understanding of your users. Most companies know this, but struggle to gather enough good feedback to act on. Why? It could be as simple as
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 communicating with your team and finding the best tools to do so.
You’ve heard of the sharing economy? How about the subscription economy? Actually, it’s not all that new. In fact, businesses have been doing it for years. Magazine companies and newspapers were some of the first businesses to use the subscription model. And, let’s not forget where Netflix started: Checking your mailbox for your next three […]
“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
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
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
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
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.