One time, I mentioned that the Pacific Ocean was “no big deal,” and a day later we received a deluge of tickets, calls, tweets, Facebook posts, and chats. All of them were about the same issue: a heretofore unseen bug

There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom touches

Despite the convenience of shopping online, 75% of shoppers still prefer the experience of a brick and mortar store

Zen U. is open to all Zendesk customers, as well as anyone interested in learning more about customer service, whether you’re just starting out or you’re a seasoned expert

Randi Busse will be joining Zendesk for a free webinar on Tuesday, February 25. We talked with Randi about her experience as a customer service expert

Are you looking for ways to support customers globally? We created an ebook just for you

Transparency within your support team, from executive management to the front lines, is paramount to your success as a customer support

Last week, Andrey shared a great tip on how to use Liquid markup to randomize your automated responses

Sometimes sitting down to write a job description can feel like a monumental task

Customers are often annoyed when they know they’ve receive a canned email from an agent, particularly as a follow-up notification or when their ticket status is marked as resolved. So how can you get around this?

Excellent customer support is at the core of any successful operation. In our fast-paced, online world, this means round-the-clock availability

Steve Curtin will be joining Zendesk for a free webinar on Tuesday, January 28. We talked with Steve about what really moves the needle when it comes to providing exceptional customer service

Looking for an equitable and automatic way to assign tickets to your agents? We’ll show you how to use Zendesk and free tools from Google to set up round-robin-style assignment for your tickets

Most businesses have one thing in common: they start off with limited resources. When it comes time to build out a technological infrastructure, it makes sense that any burgeoning business will choose

In order to make customers feel like you are fully engaged with them, your support agents need to know as much as possible about the customer, and to have that information at their fingertips

In a ever-changing environment support agents may come and go. When one leaves, how do you best maintain your support lines of communication

Happy New Year from Zendesk!

As The Mentor might say (or rather, as English poet Edith Lovejoy Pierce did say): “We will open the book. Its pages are blank”

It seemed like every other month there was a new headline about exceptional customer service—either exceptionally good or exceptionally bad. But more often, these were tales of poor customer experience

We’ve created a list of the best customer service books of 2013 to inspire and inform you and your team

At Control Group, we’re constantly reevaluating our own internal workflow to be more productive using the tools we already have

Whether you’re interviewing candidates or you’re a customer service job seeker hoping to nail your interview, these questions will get you prepared

You can control when to send your surveys, and data from 80M Zendesk customer satisfaction surveys can show you how to maximize response rates by adjusting when you send your surveys

Businesses are often surrounded by more data than they can handle. The trick is figuring out which are worth your time and attention and then identifying the information that is actionable—in other words

Zendesk is traditionally used as a tool to collect and manage customer conversations, for communicating with those customers who reach out for help. But what about your customers who don’t reach out?