The National Retail Federation has announced its annual top ten list of retailers for customer service and, it turns out, we really really like shopping from home. Among the list were online giants Amazon, Overstock.com and Zappos, as well as Land’s End, L.L. Bean, and QVC. Perennial favorite Nordstrom, J.C. Penny and Kohl’s were the […]

Ok. So things have been going from bad to worse to really, really %$#*&-up for Vitaly Borker ever since the New York Times reported that the Russian-born DecorMyEyes.com magnate purposely intimidated and harassed customers because he discovered that rampant bad publicity catapulted his business to the top of Google search engines. First, Google re-programmed its […]

Have the holidays put you in a charitable mood? It has for a number of companies who are opting to use December’s notoriously high-octane shopping season to launch marketing campaigns with social good tie-ins. Some of the more creative campaigns include Amex’s Small Business Saturday, which both promoted small businesses and included a corporate donation […]

Ah, the hunt for the Christmas tree. If your family’s visions of warm togetherness usually gives way to the reality of cold parking lots littered with Charlie Brown-like specimens, you might be interested in a new model for tracking down the tannenbaum. The Boston Globe reports that, to bolster flagging sales of real trees and […]

They like Disney! All of its 100 million Facebook fans really, really like Disney! Mashable reported that on Dec. 4, the Walt Disney Company added its 100 millionth Facebook Like across its many brand, property and character pages. Fans of the main Disney Facebook page receive “everything Disney we can think of from past, present, […]

Using inventory management to create a sense of panic for your customers.

“With Zendesk, we’re hoping to build a vibrant online community among our customers, increasing their satisfaction while saving us time.” –Peter James, Head of Propaganda and Propagation Carbon Guerrilla is passionate about helping businesses record, track, and manage carbon emissions. The company’s cloud-based solution allows companies to access a powerful, scalable system designed to accurately […]

In today’s social network powered society, keeping an eye on what your users are saying online has never been more relevant. Often, your most vocal users are the ones with the biggest following or most friends (at least on Twitter and Facebook)… and they make it very clear when something makes them unhappy. Zendesk recognized that and wanted to make […]

Your pizza will be there tomorrow between 9 and 2.

Businesses live by the rule that the customer is always right. There are exceptions, of course. The Milwaukee-Wisconsin Journal Sentinel reported that on Nov. 29, just as the season of peace on earth and good will toward men was getting under way, a 37-year-old woman pushed a 100-year-old (yes, 100) Wal-Mart greeter. What had the […]

Dear Customers, Colleagues, and Friends, Today, we’re excited to share the great news that we have raised $19M in our third series of venture capital. The round was led by Matrix Partners, and we’re happy to welcome Matrix partner Dana Stadler to our board. $19M is a big chunk of money, and the obvious question […]

2015 update: You may have noticed this blog post is pretty old. Fortunately, our integration with Salesforce is much more up to date. Read more about the Zendesk-Salesforce integration. Today we are excited to announce at Dreamforce 2010, our new generation of Zendesk for Salesforce integration! Now, companies can gain a more holistic view of […]

Contrary to the stereotypical image of a person happily haggling for a less-than-sticker price on a new car, a survey from JD Power shows that new-car buyers are driven more by the way they are treated at a dealership than by the price of the car. The study, an analysis of the new-vehicle purchasing experience, […]

An article in the LA Times noted that 70 million of the 107 million people who shopped online on Cyber Monday did so from the comfort of their own office cubicles. “Celebrated” the Monday after Thanksgiving, Cyber Monday is yet another in what seems to be a growing list of sales promotions that dot the […]

These days customer feedback and distress signals come in a head-spinning variety of formats and flavors. Joining the ever popular toll-free phone line are flurries of emails and SMS texts, blog comments, tweets, Facebook posts, Yelp reviews, and snarky Youtube video parodies and all those who love to comment on them. But just because the […]

When Vitaly Borker woke up Thursday morning, he probably couldn’t believe what he was not seeing. Namely DecorMyEyes.com not showing up anywhere near the top of a Google search for “eyeglasses.” For all the dissing of print journalism these days, there apparently is still something left to “the power of the press.” Almost immediately after […]

Matt Nelson runs afoul of the TRUE creators of bad customer service!

There’s just something about Brits. Even when they’re being upbeat they sound like grumpy old farts. Paul Carr, former journalist and now TechCrunch staffer is no exception – he gets away with being grumpy because his writing is…. awesome. As a journalist there are people who’s writing, for whatever reason, just resonates with me – […]

Admit it. You’’re reading this because you spotted the headline and thought, “Who’’s the nitwit who doesn’’t know how to spell ‘writing’?” Which underscores our point——people notice the quality of the writing on your website. If the writing is clear, informative, and engaging, prospects and customers are more likely to do business with you. If […]

You’ve heard of retailers with just-in-time inventory operations. Now, consumers are following suit. Shoppers are increasingly turning away from the mega-pak and buying just what they need right now, forcing manufacturers to rethink product packaging and design. Proctor & Gamble’s research says that one third of consumers are changing the levels of what they keep […]

Did you, in spite of that pre-New Year’s resolution to swear off fast food, swing by McDonald’s recently to grab a McRib before they’re gone? Because you haven’t had one in so long and the saucy greasy slab o’ pork is only back for a LIMITED TIME? According to this article in the LA Times, […]

Best practices. It’s one of those management mantras from which we never stray. We recite it as if it were gospel and act as if it’s the single-handed solution to anything with which our organization is struggling. Sure, abiding by “best practices,” undoubtedly has led to great accomplishments and meaningful results, but guess what? It’s also […]

We’re excited to announce December’s lineup of FREE webinars. Enhance your support skills Build out your Zendesk Learn and share with other great members using Zendesk This month’s special guest, Sherman Dickman of Postbox, will share Postbox’s story about how he and his team manage customer support with Zendesk. December Webinar Schedule : Getting Started: […]

Naughty or Nice? Consumer Reports has made a list and checked it twice, and it looks like a number of companies are getting a lump of coal in their stockings for its customer service policies. Not surprisingly, United Airlines is singled out for its fees, while Southwest gets kudos for flying bags free. L.L. Bean […]