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
Customer service isnt easy. This truth was a major motivator behind creating the new Zendesk. While we cant make it easy, we did make it easier
We havent lived up to our reliability expectations in recent weeks. We know that we havent provided the quality of service that you, our customers, have come to expect and our European customers in particular have been disproportionately impacted
Simplicity has always been a cornerstone of Zendesk
When dealing with customers, every second counts. So one of the biggest motivators behind the new Zendesk has been speed: how can we decrease the amount of time it takes to provide great customer service?
Its happened to all of us: you apply a macro and Zendesk provides you with the first part of their email address as the requesters name. Nobody wants to be referred to as Hello BJacobs! especially when your real name is in your email signature
Today truly sets a new standard for company milestones. We celebrate our fifth anniversary, $60 million in new financing, and the new Zendesk, the next generation of customer service software
When trying to contact a customer support representative for assistance, the hardest part is often, well, contacting a customer support representative. If this statement gives you flashbacks of screaming Agent!
With Zendesk you can create a wide range of custom ticket fields: drop-down lists, text, multi-line text, etc. One of the most frequently used custom fields is the drop-down list
Do you want to share your love of Zendesk with other users? Do you like to network and learn from other organizations? How about having a beer (or two) with friends?
Self-service communities help customers find the information and answers to their questions themselves, and keep them engaged with your company and one another
Mobile devices arent just for phone calls, SMS, and emails anymore. As our latest infographic illustrates, the percentage of adults who use their mobile devices for online browsing has more than doubled in the last three years
Google Analytics is one of the most useful tools available for those in the customer service industry. What makes it even more amazing is that it is totally free!
Were super excited to announce that Zendesk is now a part of the Google Apps Marketplace, mostly because we take full advantage of Google Apps ourselves
Self-service can be an excellent option for your company and your consumers, but its important to first evaluate what benefit it brings, and for whom
For many, companies using Twitter to interact with customers might seem like a given; there are more than 500 million users engaging in a public forum. It would seem that most companies should be active, or at the very least, actively monitoring Twitter for Tweets to and about their brand
Besides providing your customers with many channels for reaching out to you for support, your Zendesk offers a way to empower them to answer their own questions using the resources in your knowledge base
Happy August everyone! Weve got four great new integrations this month that will help you better serve your customers and expand the functionality of your Zendesk
Your reputation for providing quality customer service matters. In fact, as our latest infographic illustrates, the importance of providing great customer service is two fold
YourTrove, an online service for developers, conducted a survey last year asking what they consider to be the biggest pain points in API development