Customer satisfaction isnt just another number on an impressive-looking report. By taking the time to analyze your satisfaction ratings
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
Today, virtually everything that used to tie us to our desktops can be done on a smartphone or tablet, from signing a sales contract to responding to customer inquiries. Increasingly, companies are allowing
At Zendesk, weve loved our mobile devices for a long time. Back in 2010, we released our first ever native app for the iPhone
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
Customer service is more than just providing the answers to technical questions. Your customer service reps need to be helpful, patient, empathetic, and kind: four things that simply cant be instilled
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
Let’s say you want to have a reminder about your Zendesk ticket in your Google Calendar—well now you can!
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
Customers expect a higher level of customer service now more than ever before. The key to a high customer satisfaction rating is not only providing an answer that solves your customers question, but providing it in a timely manner
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
Sometimes you need to provide content to your users in multiple languages. The key is to avoid displaying unneeded localized content on each page
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
Heres something to consider: squeaky wheel customers – the ones making themselves standout with frequent calls, emails, and requests for status updates – are usually considered a nuisance, but could in fact become a strong advocate
Today’s tip, and our very first Community Tip, comes to you from Joe Tinter, IT manager and skilled Zendesk user, and will help you use triggers to get the most out of customer satisfaction
A new year is here, and with it, six great new integrations to help improve your Zendesk experience!