Because newsletters can be fun

Improve remote support with a follow the sun model

May 4, 2017

The sun never sets for businesses that rely on remote support, and global support, for customer service. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones

How to get new software approved

May 2, 2017

Switching to a new customer support software solution requires involvement from various teams within your organization, even the ones who won’t use it everyday. But if you take the time to make your case and work with your organization, you can illustrate the benefits and get new software approved

3 ways to use Zendesk as an ecommerce help desk

May 2, 2017

Managing support across various channels can create accountability problems and make your customer feel undervalued. Here are three ways to corral the chaos

Introducing Zendesk Guide

May 2, 2017

To help customers take their self-service to the next level and establish a successful knowledge management practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents

Four examples of good customer service

April 26, 2017

What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?

The latest social media trend? Great customer service

April 26, 2017

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

Why you must offer chat support

April 25, 2017

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited

Zendesk and WeWork partner to help growing businesses create better customer relationships

April 25, 2017

We’re excited to announce that today, Zendesk is partnering with WeWork on the launch of their new WeWork Service Store, a software-only platform that aggregates business software and services

The best customer service is a group effort

April 23, 2017

Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice

Huckberry explores speedier support with SMS messaging

April 20, 2017

Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support

In-app support for everyone: the Zendesk kit on Fabric

April 19, 2017

We’re excited to announce the Zendesk kit for Fabric, bringing in-app support to thousands of mobile developers using the Fabric development platform. With the Zendesk kit, you can add customer self-service, messaging, and app review prompts right into your app

What is excellent customer service?

April 14, 2017

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

The more the merrier: Add teams to Zendesk Support

April 14, 2017

Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required

Omnichannel customer service: what people really want

April 12, 2017

Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

April 12, 2017

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one

Why live chat is better for everyone

April 11, 2017

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

Top 3 complaints from customer support agents

April 10, 2017

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on

How to never make a VIP customer wait

April 10, 2017

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

How JustCo provides full service support for its co-working community

April 6, 2017

Zendesk plays an important role in the JustCo community, as it’s used by both internal staff and external community members to resolve IT and billing

How to improve customer service: align the company with shared goals

April 4, 2017

As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat

Welcoming spring with some great new apps

March 30, 2017

We’re closing out March with a new round of Zendesk apps. These great tools will help you do everything from answer your customers’ questions to simplify billing. Dropbox: file sharing, management, and collaboration From the smallest business to the largest enterprise, Dropbox simplifies the way teams work together. With Dropbox for Zendesk Support, you can […]

What are your most important customer service objectives?

March 28, 2017

Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives

4 KPIs you should be measuring and why

March 26, 2017

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

Proactive support with in-product messaging

March 23, 2017

Would it be helpful if you had a way to reach out to your customers before they need to reach out to you? Let’s say you have a new or updated product you want to let them know about, or you want to give your new users a suggestions on how to get started

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