One of the first things you cant help but notice in Colombia are all the vendors sitting in parks or street corners in plastic chairs handing out phones to customers to place a call. They are hard to miss since they sport lime green or orange vests, splattered with the names of the three major cell-phone […]
Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company. However, when an interactive voice response (IVR) system is poorly designed, hard to use, or inefficient, irritated callers either transfer to an agent […]
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 you […]
The answer, as far as reaching a customer service rep by phone, for many companies, is Maybe. If you want it bad enough. While we use the Internet for many tasks precisely to avoid interacting with a human, there are times, usually when we are frustrated, flummoxed, and/or irate, when only a voice on the […]
Customer-driven content is an incredibly powerful tool that every company should be leveraging. Yet far too many companies, continue to ignore the great power of customer conversations, even as social media channels such as Facebook and Twitter have made two-way conversations with customers SO easy. Rich DiTieri is the owner of Pintley (as in pint […]
If there is one single trait between communities that succeed and communities that dont, its the passion of the person in charge. Even when communities are developed by amateurs (unpaid, but passionate hobbyists), they succeed because of the amateurs passion. This means that the amateur in question is convincing when he or she reaches out […]
Spoiler alert! Customer satisfaction with government services isn’t that hot. In fact, citizen satisfaction with the Feds is at a measly 65.4, on a scale of 0-100, according to the 2010 American Customer Satisfaction Index. The ACSI measures happiness among American consumers. Here’s a look at how happy Americans were with government services last year. <a […]
Ready to become your organization’s go-to support agent for iPad? Then register for our upcoming webinar on March 2 at 10 a.m. PDT. Join Zendesk Product Manager Steven Yan as he walks attendees through a live demo on how to use Zendesk for iPad, the first full-featured customer support app that brings all the capabilities of […]
Namespacing Summary (TL;DR) Javascript libraries can often be used in ways the authors did not foresee. Global variables present many opportunities for conflict among Javascript libraries. Authors should use namespacing techniques and JSLint to avoid polluting the global namespace and thus avoid collisions with other libraries. 1. The problem People who run Zendesk help desks like […]
When passengers learn that their return flight has been canceled and their plane won’t be leaving the airport after all, it’s a little like being diagnosed with a terminal condition. Stage 1: Denial. You cant believe this is happening. Then anger: telling the gate attendant in no uncertain terms that you have to fly out this […]
Inspired by the witty folks behind Things Real People Don’t Say About Advertising and Things Real People Don’t Say About Your App, we decided to flex our comedic muscle and give the world a much-needed dose of customer support humor. We’d love it if you submitted to this soon-to-be crazily viral list. Simply add a link to your own submission in the comments below. Enjoy!
Zendesk’s customers serve more than 20 million end users worldwide. When these end users use a mobile device to access a self-service interface, 43 percent use an iPhone, 26 percent use an Android device, 25 percent use an iPad, and 1 percent use a BlackBerry. The remaning 5 percent use other devices. Among the tens […]
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 […]
