Customer service matters. It affects your bottom line and how your brand is perceived by the public. It is crucial to invest in building and hiring the right customer service team

In your customer service world, you may have to give some tickets higher priority than others

As the holiday shopping season approaches, here’s some advice for retailers: mind the gap. A recent survey reveals there’s quite a big one between consumer expectations

Consumers are becoming more comfortable interacting with companies via email, phone, in store, online chat, and social media, and as a result, they’re demanding a seamless and consistent approach across all those channels when it comes to customer service

Matthew Latkiewicz, Creative Manager of the Zendesk video team, sat down and answered a few questions about how his team put together our new product demo

As a help desk software reviewer, I’m constantly asked for my advice about what buyers can do to ensure they get the most out of their system. My answer is almost always the same

We’re back! In addition to our integration with Totango that was launched, we have another 5 wonderful products that are joining our arsenal of tools for mowing down tickets

But before rushing into selection process for the next support system that you’ll wind up abandoning in five years, why not stop and examine the selection process itself. A little up-front investment could lead you to

The Backlog Evolution report is a great way of seeing how your Zendesk is handling your incoming ticket volume, which will allow you to allocate your resources more efficiently

We think the solution is clear: Your business needs live chat support. If you already have it, you’re well on your way to improved customer engagement and increased sales. We’ve pulled together the top 3 tips (in our humble opinion) that we believe will help you make the most of your live chat software, and aid you in connecting with your customers.

Many companies have customer service standards. The goal is to make service more consistent. The result is often the opposite.

You may already know you need a great knowledge base, but who’’s going to take responsibility for keeping all that content up to date and and relevant for your users? If you’’re wondering if you can spread the load across the team you already have, you’’re not alone.

Would you like to know how companies like Apple and Zappos have created some of the best customer service brands in the world? Carmine Gallo is here to help! Keynote speaker and author of The Apple Experience and the upcoming Talk like TED, Carmine joined Zendesk for a webinar on November 13th. In it, he […]

With the release of the our quarterly Zendesk Benchmark report, we’re very happy to announce that customer satisfaction rose globally for the second consecutive quarter after more than a year in decline

Are your customer inquiries getting solved for good? Not sure? We’’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’’re able to organize all the information presented to the support team in […]

As some of you may have seen, our partner GoodData just had a major release, which included the addition of a new aggregation function… Medians!

Knowing how customers interact with your product before they even reach out with a support issue can be the deciding factor between customer success and account churn

You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?

Okay, so customer service ROI isn’t exactly the most scintillating topic. Unless

Customers the world over are suffering from survey fatigue. But while customers may complain about too many surveys, 68 percent of them say that when they stopped doing business with a company, it was because they thought the business was indifferent

With the launch of Help Center, our new customer facing portal, there’s a change in how Google Analytics needs to be configured to track your customer data in Zendesk

If you manage a support team, you are going to want to empower your employees. That means giving your team free reign to make decisions about how to respond to customers and even make concessions

You’ve done your research, compared the features of different customer service software solutions against what your organization needs, talked to your peers, and signed up for free trials to test the merchandise yourself. But now comes an even bigger task

Zen U. is a forum for customer service professionals to meet, learn about Zendesk, and exchange customer service best practices.