Because newsletters can be fun

Talking social support: Q&A with Sprout Social

March 26, 2015

Deciding whether to offer customer service on social media, and how best to go about it, is not a discussion limited to support organizations. Great social care is the product of

Businesses, meet Messenger

March 25, 2015

When we’re not face-to-face with friends and family (and sometimes, even when we are), we use chat and messaging to have “live” conversations. Imagine if Facebook Messenger could give you the same instant access to your favorite business or retailer that you already

Tip of the week: Restricting agents to specific brands

March 24, 2015

With Zendesk’s Multibrand solution, all agents can access tickets for all brands. This enables your support team to seamlessly move between requests from all of your brands and provide

Self-service is anything but boring. Introducing our #BestHelpCenters

March 20, 2015

Studies show us that more and more customers prefer self-service over contacting a support agent. In fact, 91% of those we surveyed said they would use a knowledge base if it met their needs. But how would that number increase if your Help Center not only their answered their question, but also tickled their creative fancy? That’s the question we set out to discover

Support agents or brand ambassadors?

March 19, 2015

First impressions don’t always tell us everything we need to know, but they are important—especially since we only get one shot. When it comes to business, your company’s branding is often a

Multiple brands, one Zendesk: introducing Multibrand

March 17, 2015

Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for

Community tip: How to review tickets and set QA standards as you scale

March 16, 2015

It’s easy to recognize that each company and their approach to support, tickets, and their customers is unique. Out of fairness, here’s the approach I’ve had for the last two years that’s turned out to be

3 ways to use data to scale your support

March 13, 2015

When I started working on the support team at Zendesk three years ago, there were only 13 people on the team. Now, that same team is around 60 advocates strong. In the early days, our support process was simple

5 secrets that encourage return customers

March 12, 2015

Starbucks and Apple have deeply loyal and satisfied customer bases that they have built and nurtured over the course of decades. What are they doing right, and what is their secret to return customers? Let’s find out

Zendesk on Zendesk: Rolling out Voice

March 12, 2015

Join us in the Zendesk forums today for the first installment of our “Zendesk on Zendesk” series. We’re hosting a day-long discussion focused on how we rolled out Zendesk Voice for Customer Advocacy here at Zendesk. I’ll share suggestions about how to plan for a

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