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?

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

There’s nothing customer support managers love more than hearing in-the-trenches stories from their peers: what works, what failed, and how to do better. That’s why

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

I’ve heard it told that if you’re in customer service long enough, eventually you will come upon a ticket so confusing that it will feel like you’re trying to read hieroglyphics

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 zombie apocalypse safely behind us, we can all breathe a sigh of relief and crawl out of our respective panic rooms. Now it’s time to turn to the judges and see which company produced the best zombie video

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

Approach changes by being as transparent as possible. Welcoming feedback helps you as well as your customers.

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 […]

If movies like Zombieland, World War Z, and Die You Zombie Bastards! have taught us anything, it’s that the zombie apocalypse is probably going to happen any day now. Any tech company worth its salt

Here she comes! Maybe her name is Gladys, maybe it’s Tom, Tiffany, or Niles. But whatever his or her moniker, this person’s cranky, irascible presence is bound to send even the best, most dedicated customer service professional running for cover