Mikkel Svane, CEO of Zendesk, talks with Matt Cohler — partner at Benchmark Capital — about his work as an unofficial member of the Zendesk board, his previous experience at Facebook and LinkedIn, and the future of customer service.
The voting process has begun for Enterprise 2.0, the largest event of its kind for folks looking to leverage collaborative technologies. Review and vote for our speaking session on How Social Support Can Improve Your Business, where our VP of Product Management, Maksim Ovsyannikov, will give tips on closing the customer loop from sales to […]
Zendesk was founded on the idea that if you create a customer service system that customers and support professionals love, then companies will deliver better service. Our users love using Zendesk since it enables them to deliver better customer service across all types of channels — email, web, online chat, community forums, Twitter, iPhone, Android, […]
Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! Its conventionally accepted that the customer (who needs something) should be willing to wait for the service provider (who has what they need). However, somewhere along […]
Zendesk has been a very easy and natural tool for my technicians to learn. It provides all the functionality I was looking for, but without overkill. Jonathan Dippert, Director, Stradecis Stradecis provides IT services, IT coaching, and becomes the virtual CIO to smaller organizations. The company helps clients become more efficient by optimizing their use […]
Managing poor employee performance is a fraught area. As an employer, the least desirable part of my role is when it comes to disciplining staff members whose performance really hasnt come up to standard. Its a situation that causes anguish, anger, and negativity in the workplace. But all of those attributes pale in comparison to […]
Yikes! Overwhelmed by the winter weather that’s dumped an estimated six to seven inches on the Peach State over the last few hours, Delta Airlines not only had to cancel 1450 flights, it apparently had to shut down its customer service line. According to this news report, customers who tried calling the airline received a […]
Zendesk founder and CEO Mikkel Svane sits down with Seesmic founder Loic Le Meur. They discuss social media and customer support; the Zendesk-Seesmic integration; the success of Le Web; and what Robert Scoble thinks of truffles.
Original air date: December 29, 2010 Want to hear what new, exciting features weve created at Zendesk? Join us every last Wednesday of the month for an update! Ideal for: New and current Zendesk customers Time: 1 hour
Original air date: November 24, 2010 Want to hear what new, exciting features weve created at Zendesk? Join us every last Wednesday of the month for an update! Ideal for: New and Current Zendesk customers Time: 1 hour
Original air date: October 27, 2010 Want to hear what new, exciting features weve created at Zendesk? Join us every last Wednesday of the month for an update! Ideal for: New and Current Zendesk customers Time: 1 hour
“Our main goal was to find a more efficient way to keep our tax application up and running. With Zendesk, were providing more customer service for our citys main source of revenue.” Leslie Fuentes, Director of IT, City of Hampton, Virginia Hampton is one of seven cities in Virginias Hampton Roads metropolitan area an […]
While it has been a few weeks since we unwrapped the final episode of Merry Holidays, Please Hold — our holiday web series about bad customer service — we are finally clearheaded enough to post one final thank you and recap the winners of our Threadless and Xbox 360 contest. First, a huge thank you […]
Happy New Year everyone! Have you made any 2011 resolutions? I have. Next Christmas, Im going to ignore the fact that the holidays have become a time for thoughtless, aggressive, pushy, relentless consumption. Instead, I resolve to cultivate the more human stuff that really matters, lasts, and multiplies, not only during the holidays, but every […]
Happy New year! We’d like to toast the the start of 2011 with a San Francisco meetup on Wednesday, January 12th at the Thirsty Bear Brewing Company. The event is for all Zendesk lovers, aficionados, customers, and partners. The meetup will run from 6 to 8pm. Please come meet Maksim Ovsyannikov, our VP of product […]
The future is now. No sooner did we post various experts predictions on customer service trends for 2011 than a couple of these trends begin appearing in the headlines. Exhibit A: Social media will play a bigger role. You might recall that East Coast blizzards left thousands of hapless and frustrated would-be travelers stranded at […]
2010 certainly was a watershed year for custo- wait. 2010? Thats so last year! Next! What we want to know is whats going to happen in 2011. And since the new year is already three days old, theres no time to waste! Here are some of the top customer service trends for 2011, according to some […]
Happy New Year! Were excited to announce Januarys lineup of FREE webinars to help you: Enhance your support skills Build out your Zendesk Learn and share with other Zendesk users January Webinar Schedule: Getting Started: Beginner, Tuesday, January 11, 10AM PDT Perfect for new users of Zendesk. In this webinar, you will learn how to […]
WeightWatchers members are an obsessive bunch. This Zengage writer (and on-again, off-again WeightWatcher) once heard a woman at a meeting ask the WeightWatchers leader how many Points are in a Communion Host. The woman (who was completely serious) wanted to make sure she counted the Host at Sunday Mass so she wouldn’t go over her […]
Fred Fehrmann couldnt come to the phone because he was up on a machine making mice fur. I know: that excuse again? Fehrmann (rhymes with Hair-mann, hes quick to point out) and his partner Kim Clark, own and operate National Fiber Technology, a rather dry-sounding name that masks the fact that they manufacture and supply […]
Merriam-Webster’s top 10 words of 2010 have been announced, and the “winner” is … austerity. The publisher compiles the list based on the volume of searches on its website. Users may have been looking up the word to find a nicer, or maybe more accurate, way to say “tight times,” “frugality,” “budget-minded,” and so on–a […]
Joe Cardamone is a 36-year veteran of JCPenney. Currently the manager of the Manhattan JCPenney, Cardamone has his work cut out for him at this point in the holiday shopping season. It’s crunch time, and Cardamone’s goal is relatively simple: Make it easy for customers to leave with a bag in their hands. Reaching that […]
Happy Holidays from Zengage! While we realize that true customer support never takes a vacation, your friendly writers and editors at Zengage do. We promise we’ll be back with more action-packed content next week! In the meantime, we leave you with the epic journey of Matt Nelson, the man who invented bad customer support: fax […]
Last week, in separate incidents, Gawker, McDonalds, Twitter and Walgreens all reported security incidents. At Walgreens, hackers gained access to a list of customer e-mail addresses. The addresses were used to phish for personal data. McDonald’s said private info was exposed when a subcontractor improperly handled data. Meanwhile, over at Twitter, hackers used ill-gotten passwords […]
