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
The holidays are here a little early at Zendesk! Weve got some great new features coming your way that will enrich and improve the service you can provide to your customers
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
Hopefully you’ve already seen our recent integration with Magento! Here’s a few other tools that we’ve recently launched integrations with as well
Setting up a new Zendesk account can involve many different configuration and customization steps, which may just also introduce you to some support tools and concepts that you may not already be familiar with
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
If youve checked out our CSS Cookbook or some of our previous Tips of the Week, you know that theres plenty you can do to customize the look and feel of your Zendesk web portal using Global CSS widgets
San Francisco is throwing World Series champs the Giants a victory parade and it’s passing right by the Zendesk office!
Its that time again! October has brought us six brand new integrations to help improve your Zendesk experience
You all know that you can use your Zendesk Forums to help with ticket deflection. You can stock pile your website with FAQs, video tutorials, and even build out a Community Help space to get your customers helping each other
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?