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What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher

May 13, 2014

Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with Rich about what he’s learned about how agents and managers communicate with customers and with each other

4 ways to stop making things so hard for your customers

May 8, 2014

It starts with a pause. Then, with a tremor, the support agent utters the most traumatizing words known to man

Zendesk Benchmark report: New Zealand, 2-time reigning champ

May 7, 2014

Check out the latest Zendesk Benchmark report here. This report for the 1st quarter of 2014 is available now and focuses on benefits of customer support data

5 mistakes winning apps don’t make

May 7, 2014

The mobile era is already well under way. For companies looking to use mobile apps as a way of engaging with their customers, this represents a challenge and an opportunity

Don’t let the robots win: hire people who act like people [infographic]

May 6, 2014

When someone contacts your company with a question or issue, they don’t care if your business is B2B or B2C, they’re probably seeking an H2H interaction: human to human. If your customers are human beings

Do more with more: contact center integrations

May 5, 2014

Your agents are handling the difficult task of trying to please customers, one phone call at a time. Wait, you say, we’re a contact center—not a call center—and our agents are doing more than

Tip of the week: crafting better customer responses

May 5, 2014

One of the best investments you can make when working in customer support is taking the time to write appropriate, relevant responses to your customers

6 ways to grow your business with live chat support

May 1, 2014

Chat support is one of the few online tools that provides instant support and personalized responses. Here are 6 ways to effectively use live chat support: 1. Turning prospects into buyers

Buy good underwear, focus on your customers

April 30, 2014

Recently, the Zendesk video team produced a customer story focused on Zendesk in retail. Initially we weren’t sure how best to make the video. The challenge we faced is

Tip of the week: avoid complexity, optimize performance

April 28, 2014

Views enable you to organize your tickets into lists using the ticket and user data in your Zendesk. But if you’ve ever built a complex view with lots of conditions or a view that returns lots of tickets, you may have been less than happy with the time it takes to load

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