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
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?
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
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
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
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?
This month we bring you 10 great new Zendesk integrations and an update to an existing one
If you’ve seen the videos from our newest campaign, you’ve probably noticed the recurring appearance of a strange yet somewhat endearing character. CommunicaTRON (C-TRON for short) is the latest addition to our
Want to develop lasting relationships with your customers? Think about how to develop lasting relationships with your employees first.
The latest community tip shows you how to create hidden text using a mix of custom delimiters and some liquid markup
Answering support calls for the first time can be nerve-wracking. Agents never know what a customer will say, and each call is different. That’s why the best way
Just ahead through the double doors is the customer service department. Behind a neat, circular desk, a tidy line of customers waits patiently—or perhaps not quite so patiently
Email aliases make it easy to manage inquiries from outside the organization or other departments. But today’s email apps don’t make it easy for teams to collaborate behind-the-scenes before responding
You won’t find any pseudo pumpkin spiced apps here! This month, we bring you 10 new integrations that will make you forget all about that dumb season we call “summer.”