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?
Yesterday we announced some great new Zendesk features. Today, were going to focus on one: Advanced Analytics
Many Zendesk users take advantage of our integration with GoodData to get granular reports and gain more insight into how their account is working
Whether it’s donating funds to causes such as economic development or education, promoting a socially conscious workplace, or supporting the local community, people want the companies that they do business with to give back in one form or another
79% of customers still prefer to use the phone when contacting customer service. To increase customer satisfaction and the success of your business pay attention to your phone support
When you first start your Zendesk subscription, the URL for your Zendesk web portal is some variation on mycompany.zendesk.com. Since all companies take great stock in managing their brand, Zendesk offers
Magento powers some of the best e-commerce sites on the Web. A good number of Zendesk customers (including Annas Linens, Beachmint and ModCloth) utilize Magento, and weve been talking to many of them for the past few months about how we can streamline the process of using Zendesk and Magento together
Like our customer Gilt Groupe, retailers and e-commerce businesses are looking for ways to deliver a better customer service experience
Holidays are hard on customer satisfaction. Last year, you might have noticed a slump in your clients happiness around winter
Its that time again! October has brought us six brand new integrations to help improve your Zendesk experience
Sometimes it can be difficult to figure out what is going on behind the scenes with a ticket. Has the priority always been high? Who escalated this ticket to the spam group?
Loyalty rewards has something of a double meaning. Most people think of it as a marketing tool that encourages people to become repeat customers
Complaining: your customers are doing it in public forums and they want you to respond. It can seem malicious, and at times it might be. But ignoring them is not the best course of action
Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here at Line2 we have found that Search Analytics in addition to Google Analytics have assisted us in becoming a customer-centric company
Saved Twitter Searches in Zendesk allow you to easily keep tabs on relevant topics in the Twittersphere. However, it takes a few mouse clicks to get to your Saved Searches page in the new Zendesk
Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if it met their needs
Customer service isnt always easy. Thats why we launched the Customer Service Hero tour earlier this year. A series of events across the country
With the launch of the new Zendesk comes the App framework. While several developers have already started writing apps of their own, there are two apps that everyone can use to easily bring features and functions from their back-end systems into the new Zendesk
