Nelson blows up a credit card phone system

Triggers are business rules that are automatically executed in response to certain events that have occurred on a particular ticket.  For instance, let’s say you want to send an automatic email to a customer when you solve their ticket. You set up a trigger to do that. Triggers are also extremely helpful in streamlining your […]

There is a $75 cancellation fee for that beer.

Seems like 2010 is the year of the sweater deal, with retailers everywhere offering knits at rock-bottom prices. SmartMoney says that demand for cozy tops is high, noting that a study of teens given $100 to spend in a mall chose sweaters above anything else. But not all cheap sweaters are created equal – while […]

The National Retail Federation has announced its annual top ten list of retailers for customer service and, it turns out, we really really like shopping from home. Among the list were online giants Amazon, Overstock.com and Zappos, as well as Land’s End, L.L. Bean, and QVC. Perennial favorite Nordstrom, J.C. Penny and Kohl’s were the […]

Have the holidays put you in a charitable mood? It has for a number of companies who are opting to use December’s notoriously high-octane shopping season to launch marketing campaigns with social good tie-ins. Some of the more creative campaigns include Amex’s Small Business Saturday, which both promoted small businesses and included a corporate donation […]

They like Disney! All of its 100 million Facebook fans really, really like Disney! Mashable reported that on Dec. 4, the Walt Disney Company added its 100 millionth Facebook Like across its many brand, property and character pages. Fans of the main Disney Facebook page receive “everything Disney we can think of from past, present, […]

Using inventory management to create a sense of panic for your customers.

“With Zendesk, we’re hoping to build a vibrant online community among our customers, increasing their satisfaction while saving us time.” –Peter James, Head of Propaganda and Propagation Carbon Guerrilla is passionate about helping businesses record, track, and manage carbon emissions. The company’s cloud-based solution allows companies to access a powerful, scalable system designed to accurately […]

Your pizza will be there tomorrow between 9 and 2.

Businesses live by the rule that the customer is always right. There are exceptions, of course. The Milwaukee-Wisconsin Journal Sentinel reported that on Nov. 29, just as the season of peace on earth and good will toward men was getting under way, a 37-year-old woman pushed a 100-year-old (yes, 100) Wal-Mart greeter. What had the […]

These days customer feedback and distress signals come in a head-spinning variety of formats and flavors. Joining the ever popular toll-free phone line are flurries of emails and SMS texts, blog comments, tweets, Facebook posts, Yelp reviews, and snarky Youtube video parodies and all those who love to comment on them. But just because the […]

Matt Nelson runs afoul of the TRUE creators of bad customer service!

There’s just something about Brits. Even when they’re being upbeat they sound like grumpy old farts. Paul Carr, former journalist and now TechCrunch staffer is no exception – he gets away with being grumpy because his writing is…. awesome. As a journalist there are people who’s writing, for whatever reason, just resonates with me – […]

You’ve heard of retailers with just-in-time inventory operations. Now, consumers are following suit. Shoppers are increasingly turning away from the mega-pak and buying just what they need right now, forcing manufacturers to rethink product packaging and design. Proctor & Gamble’s research says that one third of consumers are changing the levels of what they keep […]

Did you, in spite of that pre-New Year’s resolution to swear off fast food, swing by McDonald’s recently to grab a McRib before they’re gone? Because you haven’t had one in so long and the saucy greasy slab o’ pork is only back for a LIMITED TIME? According to this article in the LA Times, […]

We’re excited to announce December’s lineup of FREE webinars. Enhance your support skills Build out your Zendesk Learn and share with other great members using Zendesk This month’s special guest, Sherman Dickman of Postbox, will share Postbox’s story about how he and his team manage customer support with Zendesk. December Webinar Schedule : Getting Started: […]

Naughty or Nice? Consumer Reports has made a list and checked it twice, and it looks like a number of companies are getting a lump of coal in their stockings for its customer service policies. Not surprisingly, United Airlines is singled out for its fees, while Southwest gets kudos for flying bags free. L.L. Bean […]

Wondering how to add a boozy touch of class to your next gathering? Wonder no more, for 30 proof alcoholic whipped-cream-in-a-can Whipped Lightning is here just in time for your holiday party needs. With  flavors such as Carmel Pecan, Hazelnut Espresso, and White Chocolate Raspberry, America’s college students will be rushing to top off their […]

On November 18th, we released our new Zendesk for Twitter integration, which allows Zendesk help desks to create a Twitter search in Zendesk. By searching Twitter for mentions of your brand or product, you can be on the lookout for questions, comments, or complaints and use Zendesk to engage and reply to those tweets. The process […]

Was it worth it, America? Really? I know you’ve been eyeing that new bagel-sized toaster and spiffy programmable coffee maker for breakfasts on the cheap, but waiting in line at 3 in the morning to snag a deal on them? Did you, really? Yeah, really. The National Retail Federation reports that the number of shoppers […]

Service organizations are looking to deliver customer service and support through multiple channels, such as contact centers and the web (e.g. e-service, instant messenger, live chat, social media), either through remote support or in the field. The ability to provide a consistent and effective experience across these channels is key to ensuring a greater level […]

Steven Slater, the Jet Blue flight attendant who famously grabbed a couple of brewskies before inflating and jumping onto an airplane’s emergency evacuation slide, left some very big shoes to fill. Though he hasn’t really said Slater’s stunt was his inspiration, one can’t help but assume that Rick Ehlert was hoping to cull similar notoriety […]

Fashion is, by definition, a notoriously fickle business. As Heidi Klum has taught us all: “One day you’re in, the next day you’re out.” Auf Wiedersehen. So what’s a company to do to keep the fashionistas coming back time and time again? Online fashion hub ModCloth stays hip, happening, and fresh by putting a heck […]