In a recent talk at Slush 2014 in Helsinki, Zendesk CEO and founder Mikkel Svane hit the stage to discuss: his new book Startupland, three tips for

Regardless of religious affiliation or feelings about eggnog, the end of the year is invariably a time for a reflection. At Zendesk, we look out over the past year and realize

Because Zendesk is in the customer service software business, it’s no surprise that people often ask us for tips on providing great customer support—and how we do customer service ourselves. As you might expect

Companies have never had more ways to engage customers in conversation, thanks to startling advances in technology. But in this new world

Ever wondered what it’s like to start your own business? The journey from idea to startup to successful business is long and treacherous. But it makes such a great story

What’s the next startup hotbed? So goes this perennial debate on the Interwebs. New cities are constantly being thrown into the ring

If you’re eating at a restaurant and there’s something wrong with your meal, what do you do? You don’t get up and walk into the kitchen—you stay in your seat, talk to your waiter, and it’s taken care of. Why should customer service online be any different?

Last winter we tracked the impact of the holiday rush on customer satisfaction, and a clear trend emerged. Satisfaction with customer service interactions measurably and

Our implementation of reporting on why people are writing in to support was pretty simple at first. An ever increasing drop down of issue types. We implemented this since

It’s that time again. (For sweaters and hot cocoa, yes, but also for exciting updates from our apps marketplace.) This month we’ve added

At Zendesk Support, we use Zendesk Voice to take inbound support calls and make outbound calls to our customers. Voice is incredibly simple to set up—adding a phone line to your

Do you spend sleepless nights devising ways to make your Zendesk account immune to security threats? Today is your day! We’re hosting a discussion in our forums today focused on safeguards to make your Zendesk account

Research shows that customers continue to choose voice as their preferred channel of support. They want access to other channels too, but the allure of voice support has less to do with

Customer service technology has undergone some pretty major changes in the past decade. Text-based communications have evolved radically, and self-service options are becoming increasingly prevalent. However, a more traditional channel remains the number-one choice for customers

For new customers, user management is a big topic in our training sessions. They often ask, “Once I get my customers into my Zendesk, how can I tap into the data about them, their issues and company

Live chat is becoming increasingly important and profitable as a customer engagement platform. In fact, many customers report that having a live person answer their questions while

You have a lot of customer data in your Zendesk…so now what? Unless you know how to use that data to improve your business, it’s meaningless. Here are 5 tips to help you

The path to creating the optimal customer experience can be long and winding, and sometimes it’s difficult to figure out where to begin making improvements. Thankfully, revamping your customer service doesn’t need to be a strain on time or resources

There’s no denying that the Internet and social media are changing the way we all communicate. The shift isn’t limited to personal conversations and mass media: Traditional companies are also

For many, Halloween is a holiday that comes once a year: a celebration filled with gratuitous amounts of candy, costumes, and childlike bliss. For customer service agents, however, every day can feel like Halloween

Is it too much to say you’re the gold standard? We think not. As an innovator and forward-thinking company, the vast number of customers using your products and services

September 17th was a big day for us. Zendesk hosted an event in New York City called “Illuminate: A Strategic Approach to Customer Engagement.” We invited industry leaders and innovators from

Are you still on Classic Zendesk? Today is your lucky day! We’re hosting a discussion in our forums focused on updating from Classic to new Zendesk

Companies looking to gather customer insights often invest huge amounts of financial and human resources in formal customer feedback programs. But does simply listening to your customers really require all of that?