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
It started one morning, just after dawn. A comment from a customer in a far off land who was still waiting for a question to be answered. The next morning, just as the sun rose
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?
For those of you who are gamers and want to add a secret Easter egg for your customers to find
Okay, so customer service ROI isnt 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
Youve 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.
We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible
How can businesses manage the pressure of supporting various online channels that didnt even exist a few years ago?
Autumn is officially here, and with it comes 6 great new Zendesk integrations to help you better understand and interact with your customers and make your Zendesk experience a little bit more like playing a game
In the age of shared content, publishers across the entertainment and software industries have fixated on the best ways to protect intellectual property against digital piracy. The means publishers use to protect their content
One of the questions were often asked is, who should be creating the content for the knowledge base? Some of our customers have technical writers or dedicated roles, many dont
The benefits and key considerations of hiring and managing virtual teams in today’s technology-supported working environment.
Good ecommerce customer support begins with a solid user interface and user experience design.
I was on a sea voyage, responding to tickets (thanks to Zendesk for iPad) when I saw a ticket from a prospective customer asking if we would be interested in publishing one of her blog posts
You may be familiar with Liquid markup from our email notifications instructions. This templating language allows us to populate placeholders with the appropriate ticket information. But what if the text generated from a placeholder doesn’t look quite right?
Now philanthropy, volunteering, and participating in our community are integral parts of who we are.
5 years ago, I was an overzealous Zendesk customer; constantly suggesting product ideas. I was so loud they hired me to implement my own feature requests! Today, I am a product manager at Zendesk
Since day one, the customer has been top of mind for BetterCloud. We are a provider of cloud management and security tools for Google Apps
As you probably already know, the new Zendesk interface is loaded with handy keyboard shortcuts that allow you to execute routine tasks such as opening a new ticket or setting a ticket without lots of mousing around and clicking