When things are busy, like first thing in the morning, support teams may rely on colleagues outside of the customer service organization to help solve tickets. The key is finding an easy way to help
We recently announced our new integration with Shopify. Here are four more great new integrations to unite popular business tools
Zen U. is no ordinary school experience. No textbooks, bells, or rulers in these classrooms. Zendesk U. is about fun. Its about meeting fellow students who are passionate about customer service and learning how Zendesk can help you make your customers happy.
E-commerce is a $200 billion-plus industry in the United States alone, according to Forbes. Capturing your share of all that spending takes more than just having great products to sell. Successful online
Finding the right balance for setting customer service goals is integral to the success of any team
Creating a great customer experience can seem like a daunting task. Everyone wants to do it, but where to start? What are some of the effective strategies companies have implemented to become more customer-centric?
I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and Id say many support analysts are the same
In light of last week’s incident at Zendesk and well-publicized hacks at other companies, security continues to be a major focus for us. As we work to improve the overall security of our service, were reminded daily of the rise in social engineering and other security threats to companies of all sizes
We feel that its important our customers receive an update from us on a recent security situation. We have an investigation underway and do not have the answer to every question
In Part 2 of our Customizing Your Zendesk series, we look at how some of our customers organize, design, and manage their self-service support content to enable users to find what’s relevant for them
Recent studies show that 91% of customers would prefer to search a knowledge base for answers–if it meets their needs
Theres nothing more customer-centric than actually asking your internal customers how happy they are with your service. Our own Zendesk Benchmarking shows a great customer satisfaction figure of 95% for IT Services
Triggers help us auto-assign tickets, tag tickets appropriately, and more importantly they allow us to email notifications to our customers and support agents to let them know about comment updates to tickets
A new year is here, and with it, six great new integrations to help improve your Zendesk experience!
Every IT department has to make changes at some point that are going to impact internal customers and other areas of the business. Theres a good way to do it and a bad way to do it
One of Zendesks most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis
Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers of travel time, and retailers of storefront expenses. But people seldom consider the costs that online shopping adds to their transaction
At Zendesk, we always strive to go above and beyond to support our customers. This is a big part of why I was so excited to launch our user group program last year
IT service professionals have to deal with questions from customers that cover the entire spectrum of technical knowledge
With our current Facebook integration, you are able to capture both wall posts and private messages into tickets
A solid relationship with your customers is a lot like a romantic relationship. There are many stages, and each stage is very important
Were supporting another wonderful initiative called charity: water, a non-profit organization that brings clean and safe drinking water to people in developing nations
We celebrated this meaningful time of year by giving gifts to the children at UCSF Benioff Childrens Hospital. This special day also marked the fulfillment of a $1 million dollar pledge we made to the hospital last year
For support agents it might be routine to answer an incoming question, solve a ticket, and move on to the next one. But what about those times when the issue is larger and impacts several customers at the same time?