Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible

Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

We’re a day late, sue us. All that matters is we’ve got another great round of integrations to help you make the most of Zendesk

We’re happy to report another milestone in Zendesk’s journey to help companies better communicate with their customers. Today we announced our recent acquisition of Outbound, and we welcome the entire Outbound team to the Zendesk family

The sun never sets for businesses that rely on remote support, and global support, for customer service. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones

Switching to a new customer support software solution requires involvement from various teams within your organization, even the ones who won’t use it everyday. But if you take the time to make your case and work with your organization, you can illustrate the benefits and get new software approved

Managing support across various channels can create accountability problems and make your customer feel undervalued. Here are three ways to corral the chaos

To help customers take their self-service to the next level and establish a successful knowledge management practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents

What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited

We’re excited to announce that today, Zendesk is partnering with WeWork on the launch of their new WeWork Service Store, a software-only platform that aggregates business software and services

Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice

Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support

We’re excited to announce the Zendesk kit for Fabric, bringing in-app support to thousands of mobile developers using the Fabric development platform. With the Zendesk kit, you can add customer self-service, messaging, and app review prompts right into your app

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required

Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

Zendesk plays an important role in the JustCo community, as it’s used by both internal staff and external community members to resolve IT and billing

As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat