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 […]
Be it samples at the makeup counter, bite-size desserts at the deli, or tchotchkes at conferences, there’s just something about getting a trinket or service for free that agrees with the human spirit. In fact, digital technologies, including social networking and email sites that need not be named, seem to have built their very existence […]
Companies know where their bread is buttered, and one of the last things they have wanted to cut during these economically lean times is anything customer-facing. Conversely, now that budgets are opening up a bit again, customer service-based technology, training, and hiring are some of the first things smart companies are investing in. “Executives are […]
For many years, the idea of going mobile was touted as a way for a company to increase return on investment (ROI); a mobile workforce was seen as a way to increase revenue, decrease costs, and improve services. And, yet, customer support staff remained stuck in the cubicle maze, tethered to their headsets, land lines, […]
Remember that old shampoo commercial, where one person told two friends, who told two friends, and so on? Social media is a little like that, except telling two friends is now more like telling 200 or 2,000 friends–in just seconds. This exponential increase in friends and the speed with which they can be “told” is […]
With the release of the Zendesk for iPad, Zendesk, CEO Mikkel Svane sits down with Steven Yan, Zendesk’s product manager for the iPad app. Mikkel and Steven discuss why an iPad makes sense for your support agents; some of the new Zendesk features built exclusively for the iPad; and why it is that the ladies refer […]
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 […]
Here at MarketMeSuite, were constantly trying to find ways to turn followers into customers, but then it dawned on us, what about REPEAT customers? So when Zendesk announced a new capability for turning tweets into support tickets, or Twickets, we were right there to implement it into MarketMeSuite. And now, with the current release of its enhanced […]
At a retail outlet of a major wireless provider, a salesperson was recently heard explaining to a potential buyer why she should consider a smartphone. He went on and on about how a smartphone would allow her to access store coupons and have those coupons scanned at point of sale. Another selling point was how […]
Its taken awhile for me to come to this conclusion, but I now realize that the company is no longer the master of all knowledge. It is no longer the exclusive expert. It is no longer the sole arbiter of knowledge. And so it goes that the definition of customer service that individuals and organizations […]
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 […]
Our company is Blue Mango Learning Systems. We are not only Zendesk partners, but also Zendesk users. Zendesk keeps us from letting customer support issues fall through the cracks, resulting in happier customers and a happier business. We find the product’s integrations to where it particularly shines and really saves us a lot of time. Zendesk is great […]
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 recent NPR article about a good Samaritan taking his mugger out to dinner got us thinking about angry customers. Yeah, the correlation might not be immediate, but check this out. Julio Diaz, a social worker, was recently mugged in the Bronx. After being robbed, Diaz offered his assailant, a teenager, his jacket and ended up buying […]
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 […]
