They’re called growing pains for a reason. Growth is exciting, but it’s also hard. Whether you’re growing in step with your customer base or expanding into new regions or markets, rolling out a new brand, product line, or
Sometimes it really does take a village. When it comes to tackling customer support challenges, this much is clear: The one-on-one models that predominated
So many companies have fantastic lunch policies, offering epically cool and free onsite meals as an employee perk. And employers love people to stay in and eat their lunch at work and never…
The votes are in! The Zendesk community forums have been buzzing with great ideas. We asked our customers to pick their favorite
Spam: It’s bad for your email inbox and bad for your Help Center. Fortunately, there’s an easy way to stop spam from
Paint by numbers kits have allowed millions of people to create their own masterpieces for decades now. The kits provide a controlled environment—the brushes, the paint, the canvas, and the numbers never
When customer satisfaction is on the rise, everyone wins. Unfortunately, the Q4 Zendesk Benchmark showed a dip in global satisfaction for the last quarter of 2014. The good news is
“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided to explore this idea by looking beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate
Just a decade ago, we wouldn’t fathom using our phones and tablets as primary methods of browsing the web. But today, smartphones never leave our hands. The trend toward
The new Embeddable Web Widget makes it easy to bring an effortless support experience to your users—but you can make it even better with the Web Widget API. By adding a few lines of
Okay, that might be a bit of an overstatement, but we do tend to get really excited about our apps and integrations. This month you’ll find apps that provide ticket guidance, search
Is your ticket volume growing, causing your support agents to stress about staying ahead of the game? Today is your day! We’re hosting a discussion in our forums today focused on increasing
Do you think email is dying? Well, think again. A few months ago, Leslie O’Flahavan of E-WRITE debunked this myth during her
Sometimes, sticking to a predetermined plan isn’t really possible—and is possibly even dumb. At least that’s the case when the plan we are talking about is a
The email channel probably handles the majority of your customer support requests. You may have one, two, or multiple email addresses where your
The problem with business operations is that as soon as you get things set up in the perfect way for your business, things change. In fact, the key driver of success may be
Rick Delisi, co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, came to Zendesk to share some shocking news
Between crazy work hours and life, we find ourselves putting more items into our virtual shopping carts than our physical ones. And this is where live chat comes to play. The following are 3 reasons why incorporating live chat into your business’ customer service experience will help you gain more customers and keep them happy.
It’s not uncommon for businesses to outsource the management of their IT infrastructure to managed service providers (MSPs). Ollie Strickland is the CEO of Bitstream Consulting, one such MSP, and he knows how
It’s true that mistakes can be a great learning experience, but let’s be honest: Failure sucks. It feels terrible—even though in hindsight, we can usually recognize
As 2015 gets underway, let’s take a look back at the headline themes that made 2014 a pivotal year for customer service—as well as one that offered signposts about how
2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard of on-demand support, and new innovations in mobile have
The race to provide superior customer engagement is on. Rapid changes in technology and customer expectations continue to challenge the notion of business as usual. Customer conversations are becoming increasingly
As much as we like telling stories with words, sometimes numbers tell a good story too. When it comes to the Zendesk blog, and other resources on our site, we review
