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!
Every IT department has to make changes at some point that are going to impact internal customers and other areas of the business. Theres a good way to do it and a bad way to do it
One of Zendesks most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis
Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers of travel time, and retailers of storefront expenses. But people seldom consider the costs that online shopping adds to their transaction
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
One of our biggest accomplishments in 2012 was launching the new Zendesk, which included a sleek new interface, innovative features, and a visionary application framework called Zendesk Apps
IT service professionals have to deal with questions from customers that cover the entire spectrum of technical knowledge
An internal IT department is an interesting place to work. You feel buffered from the front-lines of “real” customer support, yet the systems you monitor and maintain often directly affect the experience of those external paying customers
With our current Facebook integration, you are able to capture both wall posts and private messages into tickets
Research by the UK Institute of Customer Service shows that the approximate cost of resolving a customer issue within 24 hours is $4.70. But waiting just one more day causes that cost to skyrocket to approximately $7.80
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
Last week, we released our newest Salesforce app, making collaborations between departments even more beautifully simple! Our Salesforce app is an essential tool for companies working in both Salesforce and Zendesk
Have you ever called the support line for a product you just bought, and they have no idea who you are or what you ordered?
According to the Frost & Sullivan whitepaper, Service and Support at the Speed of the Customer, the gains in customer satisfaction and customer loyalty brought on by customer service agents armed with the correct information at the correct point in the interaction lead directly to increased revenues
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