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The best customer service is a group effort

April 23, 2017

Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice

Huckberry explores speedier support with SMS messaging

April 20, 2017

Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support

In-app support for everyone: the Zendesk kit on Fabric

April 19, 2017

We’re excited to announce the Zendesk kit for Fabric, bringing in-app support to thousands of mobile developers using the Fabric development platform. With the Zendesk kit, you can add customer self-service, messaging, and app review prompts right into your app

What is excellent customer service?

April 14, 2017

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

The more the merrier: Add teams to Zendesk Support

April 14, 2017

Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required

Omnichannel customer service: what people really want

April 12, 2017

Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

April 12, 2017

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one

Why live chat is better for everyone

April 11, 2017

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

Top 3 complaints from customer support agents

April 10, 2017

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on

How to never make a VIP customer wait

April 10, 2017

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

How JustCo provides full service support for its co-working community

April 6, 2017

Zendesk plays an important role in the JustCo community, as it’s used by both internal staff and external community members to resolve IT and billing

How to improve customer service: align the company with shared goals

April 4, 2017

As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat

Welcoming spring with some great new apps

March 30, 2017

We’re closing out March with a new round of Zendesk apps. These great tools will help you do everything from answer your customers’ questions to simplify billing. Dropbox: file sharing, management, and collaboration From the smallest business to the largest enterprise, Dropbox simplifies the way teams work together. With Dropbox for Zendesk Support, you can […]

What are your most important customer service objectives?

March 28, 2017

Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives

4 KPIs you should be measuring and why

March 26, 2017

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

Proactive support with in-product messaging

March 23, 2017

Would it be helpful if you had a way to reach out to your customers before they need to reach out to you? Let’s say you have a new or updated product you want to let them know about, or you want to give your new users a suggestions on how to get started

Fine tuning: the best ticket is the one that’s never created

March 23, 2017

In our last Fine Tuning session, we took a look at building ideal workflows so that every ticket is solved as efficiently as possible. This month, we take the conversation a step further by asking, “How do we prevent ticket creation in the first place?” A good self-service strategy can have a major impact on customer loyalty, support costs, and customer satisfaction

Beyond FAQ: how support can create great customer experiences

March 23, 2017

A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?

Uncover the value of support: 3 ways to combat customer frustration

March 21, 2017

If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations

On hold no more: top 5 benefits of callback from queue

March 21, 2017

No one likes to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that callback from queue—functionality that allows callers to opt out of waiting on hold and request a callback when an agent […]

Adobe and Zendesk: powering multi-channel customer experiences

March 21, 2017

In order to deliver a great experience to a wider set of customers, Zendesk and Adobe are collaborating on an integrated solution. We’re excited to announce that we are partnering with Adobe to improve customer experiences, so customers can expect the same great service through a variety of channels

The easiest way to improve customer satisfaction

March 19, 2017

At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)

Which comes first, the customer or agent experience?

March 16, 2017

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and

Highlighting your customer service capabilities

March 15, 2017

Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better

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