Many of the IT management best practices are firmly rooted in common sense. However, all those processes—like problem management, change management, and request fulfillment—can be challenging
One of the best ways to attract the best talent for the job is to create a working environment that is as interesting and enriching as possible. Previously, we discussed some of the roles you can rotate your support team through to help keep things fresh and interesting. Since customer service isnt limited to the […]
The security requirements for Zendesk customers can vary greatly from company to company. To meet the varied needs of our customers, we strive to make sure our security is both powerful and flexible. Its also evolving
According to the National Retail Federation, retailers pulled in $579.8 billion in sales in the month of December 2012 alone
Great IT service delivery enables your organization to grow and innovate, while managing the costs and risks involved. Whether youre looking for general best practices
We often hear about the importance of customer service and all the reasons that contribute to a good customer experience, like speed of resolution or a pleasant support agent
By going through some of the main features of Zendesk and discussing them in the context of follow-the-sun principles, youll be able to approach your Zendesk with more ideas.
An unhappy customer can quickly pull multiple people from your company into a vortex of anger and accusation. Heated interactions with customers are always hard, so its essential
When youre just getting your company started and your customer base is small, you cant afford to lose business due to a customer service snafu. Here are five tips for developing a customer-centric mindset
We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.
One of the first and most fundamental steps your company can take on its journey to providing great customer service is to hire a top-notch customer service team
The only thing more powerful than Zendesk is a Zendesk super-charged with other related business apps. The newest integrations
When you have a problem or a question you often do not have the time to search for an answer or wait for email correspondence
7 key lessons every future-facing ecommerce business needs to learn, including ecommerce customer service
Im always amazed at the number of truly successful support organizations that dont have any custom fields in their Zendesk – or maybe just 1 or 2
There are so many ways to effectively manage your companys influx of tickets. You may be getting tickets about everything from product questions to order status to complaintsor even
See which customer service trends have gained momentum
Frequently, we will get multiple requests from the same customer seeking the same support. Some people like to put out multiple lines when they go fishing, etc
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
With the enormous pressure and strict deadlines heaped upon todays big-budget video games, release-day bugs are inevitable. What can publishers do to prevent these bugs from becoming customer service nightmares?
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.