I recently stumbled across Banksimple; I was stunned and bemused by their mission: building a better bank through SaaS. It’s bold and I look forward to their launch. How do they intend to do it? In addition to simplifying the banking product and process, they also emphasize great customer service: Big banks see hedge funds […]
New AT&T data plans for iPhones, iPads, more – news.cnet.com A description of AT&T’s new data plans, which are surprisingly good; and more importantly which includes the proviso that “nobody will be forced to switch”. If you like your plan, you can keep it. A good example of how to handle pricing changes (Ahem). This […]
Recently we posted about [intlink id=”2879″ type=”post”]customer service and how it relates to tipping[/intlink] in the hospitality industry. That post generated a bunch of comments around the place and since it was in part driven by an almost four year old New York Times article about The Linkery, a San Diego restaurant, we thought it worthwhile […]
Doc Searls, of Cluetrain Manifesto fame writes about the importance for businesses and consumers to manage relationships, not each other: You dont click on an accept button when you go into a restaurant or a bike shop, even though the legal contexts of your actions are plentiful. Thats because you and the owners of the […]
Thanks to all who met up with us in New York last Thursday! Good times. More photos on Flickr.
A recent article in Business Week talked about USAA and the fact that it’s had multiple top results in Business Week’s customer service ratings. The USAA offers insurance, banking and investment services to members of the U.S. military and their families. In the article they give the example of a Military employee who is able […]
In the world of customer service, we all love to share our bad experiences – the canceled flight, the forgotten appetizer, the terrible call center support agent, and so on. While there are many lessons to be learned from negative experiences, we can also identify and learn from our good ones. We heard a story […]
Last year Gartner published their Predicts 2010 report, part of which included a paper about the intersect between customer service and Social CRM. The gist of the report is that web based customer service tools will become more prevalent and that these tools will form more of a connection point between business’ internal processes and […]
We’ve spent the last two and a half years building this company by putting our customers first and meeting their needs. When we decided to make a change to the Zendesk pricing structure for our existing customers, we tried to be as thoughtful, transparent, and straightforward as possible. We failed. We let you down. And […]
Social Media has become the buzzword of almost any business, particularly business online. But pin the average business down and ask them how they should be conducting their business using Social Media, and I bet you’ll get all manner of different responses. Luckily, there’s people here to help you. Social Media in Business 2010 is […]
Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder Alexander, it really nails what Zendesk is all about: After so many years of bad customer support experiences, we wanted to give the world an opportunity to get great service experiences. From the receiving side, from the providing side, […]
On top of all of the great product and company announcements today, we have a “one more thing” and we think it’s a pretty big one. We’ve always been pretty happy bloggers here at Zendesk with more than 300 posts over the last couple of years. As with our product, we believe that a good level […]
Recently over at AmazingServiceGuy, Kristina Evey wrote a post about the friendliness factor and how it relates to customer satisfaction. In her post, Kristina wrote that: “Customers make their purchasing decisions based on how they feel. When they are developing relationships with their service and product supplies, a person who smiles, is inviting, and is […]
Most support exchanges are straightforward and friendly (hopefully); some can frustrating and heated (hopefully not too many); but in some cases, those exchanges can be patently absurd. Our friends at crowdSPRING recently shared a support interaction which began “Hello, whores” and then continued into a philosophical discussion about vegetarianism Peter Singer would be proud of. […]
Recently, we shared two tips on some automated functions within Zendesk. We described how to use automations to send notifications to your support team when a ticket needs a reply; and last week, we wrote about how you can use Zendesk triggers to send out auto-responses to some of your more frequent questions. In both of […]
In just one week Zendesk for iPhone has made it to the list of United States Top 500 Overall Apps. That’s amazing stats for a business app for customer support and engagement on the iPhone. Thank you. Right now we’re the fourth most downloaded free business app, and featured on the front page of the […]
Before you can provide your customers with quality support or service, you first need to make it easy for them to reach you. You could have the most streamlined ticketing workflow in the business; it don’t mean much if your customers can’t submit a ticket. We talk a lot about channels of support – email, […]
As previously announced we hosted a webinar on the Salesforce-Zendesk integration last Thursday (May 29). We’re pretty psyched about the integration, and can promise that this is just the first (or more correctly, second) step in smoothly integrating Salesforce and Zendesk. We’re big Salesforce fans here at Zendesk. It was the first real company-wide system […]
Come join Zendesk staff, customers and friends for a fun evening in central London. A chance to meet new people, have a couple of drinks, talk shop (and non-shop) with us. Drinks and snacks (tapas) on Zendesk, which is a way better deal than sitting at home drinking your own booze and eating your own […]
One of the benefits of using web-based software is that you have access to it wherever and whenever you have access to the web. This means Zendesk is available not only from any desktop or laptop computer, but also any web-ready mobile device — your Blackberry, iPhone, Android, etc. If you go to the Zendesk […]
Let Us Buy You a Beer Come join Michael, VP of Support & Sales (as well as the best-looking Zendesk T-shirt model there is), in beautiful San Antonio and Seattle this month. We welcome all Zendesk lovers, aficionados, customers and partners. The Details April 22 6-8pm at Blue Star Brewing Company, located at 1414 South […]
We see more and more customers that experience frequent spikes in their support traffic, going from a few hundred requests a day to many thousands. This can occur as your service grows, or as more and more of your customers start using your support channels. While you obviously want to give attention to all your […]
Delivering timely information to the right support agents keep your support machine running smoothly and your customers happy. Now you can receive text messages to your mobile phone via Twilio’s new SMS API using our new Twilio target. Zendesk administrators can combine triggers with the Twilio target to build powerful ticketing workflows that will deliver […]
I sat down recently with Robert Scoble of RackspaceCloud and Building43 to discuss the history and philosophy behind Zendesk. Robert is such an enthusiast for the web and for innovation – it was both fun and inspiring to talk shop with him. One aspect of Zendesk we discussed that found resonance in the comment thread […]
