Shoppers today have a lot of choices: there are more ways than ever to find and explore products. The reality is that a lot of us use a mix of online and offline

Building a customer support team that enjoys working together and coming to work every day with enthusiasm requires a creative touch

With united sales and support teams, a seamless customer experience is possible.

What could possess someone to visit Starbucks 16 times a month (that’s once every two days) for coffee? Either the coffee is absolutely magical, or there’s something else that creates an insatiable attraction for customers. What is this “something else” that

To provide the highest level of customer service to your customers, your customer support team must consider when to be available, and this could mean 24/7/365.

Finding the best customer service tools is not always easy

Many growing companies get to a point where they realise they need a better help desk solution, but their current solution architecture is so complex and bound together with duct tape, that they’re not sure where to begin

Service disruptions have an enormous impact on customers, so it’s best to have a plan in place before they happen

Zendesk works even better when other business apps you use all the time are integrated with it. That’s the beauty of the Zendesk Apps marketplace

Security is like chess: both require adaptation and the methodical use of multiple pieces. A good security program requires a similar, multi-layered strategy, requiring a continuous and methodical approach to risk assessment, mitigation, and re-evaluation.

Keeping track of customers who submit multiple tickets is great way to gauge things like customer satisfaction, product quality

If your first conscious thought in the morning is, “Where’s my phone?”—you’re not alone. Mobile phone and tablet usage is on the rise

Customers today expect to be able to come to your website and discover the information they’re seeking on their own and even to engage with their peers in your support community

It’s important for everyone in the customer service industry to keep their response times as quick as possible

There are going to be days when you don’t have enough customer service staffing to meet demand

You’ve heard the same mantra from every VP of sales for the past decade: “Everyone is in sales.” Today, there’s a new mantra inside fast-growing startups

On Wednesday, May 1, we’re presenting an excellent new Zen Masters Webinar: Three hidden reasons why good people provide bad

Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?

Here’s my philosophy: you get happy customers through happy employees

Our latest infographic highlights the findings of a recent report on customer lifetime value, finally getting to the good, the bad, and the ugly truths of how consumers—and their future spending—are influenced

Many of you LOVE triggers and the quick and the easy ticket management it allows you to setup and automate, as well as the email notifications it allows you to send

Maybe you love Zendesk, but want to customize the look and feel to your brand. You’re not alone. In fact, most of our customers reach a point where they want to get the most out of their Zendesk and the solution is the Zendesk API

In part 3, we take a look at how certain customizations are done on the back end, including HTML, CSS, and JavaScript

Customer satisfaction isn’t just another number on an impressive-looking report. By taking the time to analyze your satisfaction ratings