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
Do your New Year’s resolutions include working more efficiently? How about deflecting tickets or getting organized? Or perhaps you want to
When Alex, Morten, and I first came to the United States, we were excited to share with everyone how we celebrate Christmas in Copenhagen. So we invited
Effective January 5, 2015, we’ll be implementing some updates to our Terms of Service and Privacy Policy. We take our responsibilities to our customers seriously and value transparency in our interactions, so we’ve put together this summary of the more significant changes. We understand it can be tempting not to bother reading these, but it […]
Verifying your customer’s identity through a passport or driver license scan can be an effective verification method. Yet due to the sensitive nature of these documents, and their ability to be used for identity theft, we recommend
C-Tron has been lurking around our offices for a while now. He has become sort of a fixture on the third floor, where he
Is your business growing and your support needs to catch up? Today is your day! We’re hosting a discussion in our forums today focused on scaling your Zendesk
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?
