[Update: Since we wrote this blog post, we’ve launched the Zendesk Benchmark. Check it out to learn how your support stacks up against your peers]. Compare Your Performance Benchmarking is an opportunity to measure how your performance compares to that of your peers and competitors. It’s also a way to see whether your organization is reaching […]
Below is an amazing graphic produced by LEGO that it calls the experience wheel, designed, in this particular example, for a flight out of London’s Heathrow airport to New York City. Pretty cool, right? And even better, it’s not too difficult for other organizations to map out something similar. Really, it’s just about asking the […]
Ok, let’s just go there. There are lots of different ways to think about customer service, but at the end of the day, we all know what people really and truly care about: getting the job done as quickly and painlessly as possible. So, what if customers had the option to pay cold hard cash […]
As the world swings into holiday travel mode, we can’t help but think about how our excitement at traveling afar to see beloved friends and relatives is often absolutely trounced by the trials and tribulations that come with having An article in the Wall Street Journal notes that passenger complaints against airlines has risen by 32 […]
The San Francisco Board of Supervisors has effectively banned toys from the McDonald’s Happy Meal: The measure doesn’t ban toys from being served with all meals. Instead, restaurants can give toys out with meals if the food and drink combined add up to less than 600 calories and under 35% of the calories come from […]
Interesting interview with Scott Rogers, former director of strategic planning at David’s Bridal. He talks with destionationCRM about measuring customer sentiment across all the new and social media channels. Depending on the channel, the sentiment changes: If its a blog, theyre telling friends whats been happening. If its a forum, theyre looking for advice. On […]
This is a guest blog by James W. Breeden, CEO of LiveAir Networks. He describes how his company combined PBX system OnSip with Zendesk to turn their support voicemails into support tickets. Sifting through a box full of support voicemails can be daunting. It can be especially time-consuming if you need to listen to the […]
We had a rockin’ meetup in Buenos Aires last week and couldn’t be more thrilled by how much our Spanish and Portuguese community continues to grow each day. Sure, the weather may have been a little dreary, but we still had a fantastic turnout. “We spent like three hours talking about customer service, applications, and […]
Were excited to announce Novembers lineup of FREE webinars. You asked for more sessions, so we have extended our Zendesk 101 webinar times to offer sessions at 7AM, 10AM, and 4PM PST for your convenience. Enhance your support skills Build out your Zendesk Learn and share with other great members using Zendesk This month’s special […]
In honor of our WORLD CHAMPION SAN FRANCISCO GIANTS!, we wanted to highlight a part of the organization that maybe won’t be in the ticker-taped, thong-clad parade: the Giants’ customer service. Inc. interviewed Russ Stanley, the head of the customer relations department, and it’s full of gems and things you wouldn’t expect. For instance: Each […]
A few weeks ago, the creative minds here at Zendesk made a zombie-inspired commercial and entered it into Google’s TV for All competition. Sadly, we didn’t make it to the competition’s final round, but the upside is now nearly every Zendesk employee has a sweet zombie caricature of themselves, and the likeness in most cases is, […]
From Fast Company Nike’s always been bold with its advertising. Now this: Nike has turned the city of London into a game board for a two-week competition called the GRID which the shoe manufacturer hopes will ultimately encourage young people who already jog for exercise to start identifying themselves as “runners.” They are working with […]
If one of your employees dresses up like Lady Gaga today, one of this year’s most popular costumes, take a hard, close look at he or she (without creeping them out). According to Kevin Eikenberry, who authors the blog Leadership & Learning, there are several leadership lessons to be gleaned from the superstar who is never […]
We in new media have been saying stuff like this for a while, but check out this bold statement from the local business owner in this CNN video. If you’re not into social media, social networking, you will be out of business. I’m going to repeat that. You will be out of business if you […]
Cute little witches tripping over their long skirts? Tiny firemen and superheroes ringing your bell in search of candy? Not this Halloween, if the childrens costumes offered online are any indication. Weve rounded up this years costumes that are frightening for all the wrong reasons. The really scary thing? Someone out there is buying these. […]
“Zendesk has completely changed the way we run our business. Although our customer base has doubled over the past two years, we havent had to hire any additional support agents.” Alan Conroy, Owner, Support Solutions Support Solutions was founded in 2001 in response to a critical need. When Integrity Software announced it would no […]
Bruce Temkin offers up some thoughts and resources about “customer connectedness”: Customer Connectedness: Is customer feedback and insight integrated throughout your organization? He includes the results of a survey that suggests that oftentimes customer feedback does not make it very far through a company’s infrastructure. The post is a little jargony, but has some good […]
In his new book, A Renegade History of the United States, Thaddeus Russell talks about the birth of the American consumer culture: By the end of the nineteenth century, every major business that catered to consumers was conducting market research surveys to find out what they wanted, then producing it as soon as they could. […]
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 […]
Update: A lot’s changed since we first wrote this blog post! Building an internal knowledge base is now easier than ever with Zendesk Guide. Original blog post below: We received this question recently during one of our regular webinars: Can we create private forums in order to create an internal knowledge base? The answer is […]
Have you ever tried to send Madonna a fan letter? Or pinged Justin Timberlake to buy a band t-shirt? Did you expect an actual response? Probably not. Mainstream artists are swaddled in layers of PR reps, managers, handlers, and promoters dedicated to creating a buffer between fans and celebrities. The independent music scene tells a […]
Doc Searls on personalization in advertising: The first problem is that personal advertising is kind of an oxymoron. Advertising has always been something you do for populations, not individuals, even if ads show up in searches by individuals, and advertisers are looking for individual responses. From the individuals side, advertising shouldnt be any more personal […]
A couple of weeks ago, Foursquare had a major outage. We felt their pain; site outages of any sort are hugely frustrating for both engineers and customers. Foursquare isnt alone; there are plenty of other famous and infamous stories of services that have suffered from operational issues. Back in 1999 Ebay suffered from day long […]
I wish I had better things to say about Outsourced. Its just a bit of a chore now, isnt it? If its not the appallingly stupid novelties theyre selling, its the equally appalling Americans they are selling to. Seriously people, bitch pills? And the Worlds Best Mom t-shirt the customer is hoping to wear to […]
