Because newsletters can be fun

Community tips for happier customers

February 10, 2017

Zendesk can’t magically provide you with happier customers. But we can give you the tools you need to improve the customer experience

Customer appreciation: make new friends, but keep the old

February 9, 2017

If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers? Customer appreciation.

Gartner disrupts the traditional analyst model with new FrontRunner Help Desk quadrant

February 9, 2017

I recently attended a Gartner event in Las Vegas. It was designed to support the business and IT professionals who focus on customer initiatives for their organizations. At lunch the first day I sat with the VP of customer service at one of America’s oldest food companies. Curious, I asked, “What’s of most value to […]

WeGoLook’s fearless multi-channel approach

February 8, 2017

When deciding which channels to roll out, “it comes down to what’s most appropriate for the customer, as well as their urgency and need,” Knoll explained

How BetterCloud organizes IT support

February 7, 2017

At BetterCloud, we’ve developed some creative strategies to leverage Zendesk automations (and other features) so our IT team provide excellent internal support

Will You Make 2017 the Year of the Conscious Consumer?

February 6, 2017

As the marketplace expands, Conscious Consumers will only continue to grow in audience size, influence, and purchasing power, relative to the pool of all consumers. It’s not a fad or a trend or an ambitious new exercise regime—Conscious Consumerism is a way of thinking that’s here to stay

Are your customer experience initiatives working?

February 6, 2017

As the customer service playing field has changed, so have the criteria for measuring success. Enter Forrester’s customer service assessment tool: a detailed framework for understanding how your organization’s efforts stack up against more than one hundred and fifty customer service experience best practices

Turning customer reviews into real revenue

February 3, 2017

Customer service is too often an afterthought and many times customer requests go unanswered. Yet with the proliferation of connected devices, customer expectations are at an all time high – they expect to get help quickly and on every channel

How messaging apps can benefit your business

February 2, 2017

Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response. Here are three ways your business can benefit from connecting with customers over consumer messaging apps

Why Oulun Energia turned to Pepron to give their customer service a power boost

February 1, 2017

Oulun Energia’s motto is “We are all at the customer’s service.” As a value, it has served their customers well. Behind the scenes, however, Oulun Energia was looking for a customer service solution that was also at the customer’s service. Their existing system offered limited methods for tracking customer support satisfaction.

3 takeaways from retail’s Big Show in the Big Apple

January 29, 2017

The National Retail Federation (NRF) served up some big speakers at their 2017 Big Show, held recently in New York City. Keynotes included Sir Richard Branson, restaurateur Danny Meyer, and astronaut Captain Scott Kelly

New year, new Zendesk integrations

January 27, 2017

This month we’ve added 9 new apps and integrations. These tools, a mixture of powerful and playful, can help you foster better customer relationships and inspire employees to have fun while working hard.

Channel changes score high with Ditzo’s online insurance customers

January 26, 2017

Ditzo’s decision to eliminate both email and voice as contact channels in early 2016 was a surprising one. It might even be called revolutionary

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

Improving phone support efficiency

January 25, 2017

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can help teams improve efficiency, saving time (and money)

Zendesk Neighbor Foundation 2016 Annual Report

January 23, 2017

At Zendesk, we believe in building better relationships—with our customers, between our employees, and with our local community

Customize your chat widget with the Web SDK

January 23, 2017

Because it is often the first place a customer looks when they want help, the Zendesk Chat Widget can serve as the voice of your website. To deliver a quality customer experience it’s essential that the chat widget is customized

How to add value to your customer data

January 20, 2017

Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer data can’t be burned or blown away—as many inventive haystack conquering solutions suggest. Customer data has to be thoughtfully organized and cared for no matter where it stems from

Conduct an honesty audit: Learn from customer feedback

January 19, 2017

Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around

An unlikely advocate for Advocacy

January 17, 2017

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)

January 15, 2017

This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.

Why the pipeline isn’t running dry anytime soon for Pipedrive

January 12, 2017

Pipedrive uses the Zendesk Support, Help Center, Talk, and Chat products—and nearly every feature within Zendesk Support. “Zendesk fulfills all our needs,” Kõiva said, “and there’s no other software out there that is able to do that

Agile customer service drives revenue

January 10, 2017

Offering customers access to top-notch customer service teams is a box smart companies need to check, no matter their size. The advent of new customer service tools makes an even stronger case for best in class customer service: Agile customer service can do more than save your company money—it can drive revenue

Adopting new technologies benefits customer service

January 5, 2017

As the need for customer service professionals to provide excellent customer experience expands, retailers must empower them with new tools and technologies

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