Who is an internal customer? A simple definition of an internal customer is anyone within an organization who at any time is dependent on anyone else within the organization. An example of an internal customer may be someone in the payroll department. Let’s say this payroll person is dependent on managers from various departments to […]
Experts are saying that 2011 is the year that mobile computing will transform customer service. Thats because mobile apps are expanding the scope of customer service mobile apps allow us to offer new functionality, according to Diane Clarkson, an analyst at Forrester Research. We can now use our mobile devices to learn if an […]
Hey you! We’ve made some major improvements. Check out the new Zendesk for iPad. Today were releasing Zendesk for iPad. And were extremely proud of it. It has never been easier to stay in touch with your customers. The iPad app is not a reskinned mobile web interface or a revamped iPhone app. Its an entirely new app built […]
Launched in 2008, Zappos Insights is where companies go to learn how they can be as cool as Zappos when it comes to corporate culture. Here’s an inside look on how they keep their cool when it comes to support.
Hey Zendesk fans! We’re hosting a Melbourne meetup on Thursday, February 17th at the Bull & Bear Tavern. The meetup will run from 5 to 8 p.m. If you are located in or around the fabulous Melbourne area please join Zendesk’s VP of Business Development, Michael Hansen, for drinks and sparkling conversation. He’s visiting all […]
They say Corporate America has no sense of humor. Are they right? Find out by following Write The Company a consumer humor blog consisting of crazy consumer affairs and customer service letters about everyday products, services and brands and what the companies behind them had to say about it. Every Thursday, Zengage brings […]
If you want to be great at something, you must be able to measure it well. At Zendesk we are deep believers in measuring the effectiveness of the customer support that you provide. Thats why our Plus+ customers can now benefit from enhanced ticket metrics and the ability to configure business hours for their help […]
There’s not a soul out there who doesn’t have at least one juicy story to tell involving some type of providing a bad customer service experience. Maybe a clerk snubbed you in a store. Maybe a phone call between you and an agent suddenly became one endless stream of profanities. Whatever your tale entails, a […]
CloudCamp is not a conference. It is a place where attendees can exchange ideas, knowledge and information in a creative and supportive environment, advancing the current state of cloud computing and related technologies. As an informal, member-supported gathering, we rely entirely on volunteers to help with meeting content, speakers, meeting locations, equipment, and membership recruitment. […]
Zendesk’s macros are incredibly easy to use and customize. We know how we’ll they’re working whenever a customer writes back to us and says, It’s so nice to deal with a human rather than a robot! Joe Harrow, Director of Customer Service, Groupon Launched in November 2008, Groupon features a daily deal on the best […]
We posted a question on LinkedIn Questions: What will customer service and a great customer experience be like in 5 or 10 years time? We received a LOT of responses from a variety of people working in a variety of professions, and despite the wide-ranging points of view, one clear theme did emerge: robotic, impersonal […]
A few years ago, community manager positions were few and far between and only found at startups where the dress code mandated the wearing of flip-flops. Today, even the most buttoned up companies are scrambling to add community managers among its ranks. It is now one of the most sought after jobs out there. So thankful […]
Today, we’ve officially announced that Zack Urlocker has joined our team as Chief Operating Officer. Despite his boyish looks, Zack is what the Silicon Valley Press describes as a veteran technology executive, bringing more than 20 years of marketing and management experience to Zendesk. His resume lists one amazing achievement after the other, and he […]
DISCLAIMER: By publishing this infographic, Zendesk is not implying that call centers that employ people with accents are bad. Please pause and consider what we’re really trying to say; right or wrong, studies show that customers who are assisted by a support agent with an accent that they find hard to understand report having a […]
If you screw up you should apologize. Period. Even if the wronged party cops a major attitude, maybe even gets in your face and points a finger or something equally aggressive, every smart business or organization bites their tongue and says, “We’re really sorry.” No matter what, when the wronged party is a customer, and […]
Mikkel Svane, CEO of Zendesk, talks with Matt Cohler — partner at Benchmark Capital — about his work as an unofficial member of the Zendesk board, his previous experience at Facebook and LinkedIn, and the future of customer service.
The voting process has begun for Enterprise 2.0, the largest event of its kind for folks looking to leverage collaborative technologies. Review and vote for our speaking session on How Social Support Can Improve Your Business, where our VP of Product Management, Maksim Ovsyannikov, will give tips on closing the customer loop from sales to […]
Zendesk was founded on the idea that if you create a customer service system that customers and support professionals love, then companies will deliver better service. Our users love using Zendesk since it enables them to deliver better customer service across all types of channels — email, web, online chat, community forums, Twitter, iPhone, Android, […]
Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! Its conventionally accepted that the customer (who needs something) should be willing to wait for the service provider (who has what they need). However, somewhere along […]
Managing poor employee performance is a fraught area. As an employer, the least desirable part of my role is when it comes to disciplining staff members whose performance really hasnt come up to standard. Its a situation that causes anguish, anger, and negativity in the workplace. But all of those attributes pale in comparison to […]
Zendesk founder and CEO Mikkel Svane sits down with Seesmic founder Loic Le Meur. They discuss social media and customer support; the Zendesk-Seesmic integration; the success of Le Web; and what Robert Scoble thinks of truffles.
Original air date: December 29, 2010 Want to hear what new, exciting features weve created at Zendesk? Join us every last Wednesday of the month for an update! Ideal for: New and current Zendesk customers Time: 1 hour
Original air date: November 24, 2010 Want to hear what new, exciting features weve created at Zendesk? Join us every last Wednesday of the month for an update! Ideal for: New and Current Zendesk customers Time: 1 hour
Original air date: October 27, 2010 Want to hear what new, exciting features weve created at Zendesk? Join us every last Wednesday of the month for an update! Ideal for: New and Current Zendesk customers Time: 1 hour