You know whats cool? South by Southwest. You know whats even cooler? Jake Holman, one of Zendesks fabulous product managers, has a shot at being a revered panelist at this amazing conference and festival that brings together new music, independent film, and emerging technology. We might be a little biased, but were pretty stoked about […]
As Steven Slaters 15 minutes of fame extends into its second week, the media and Internet blitz surrounding the Jet Blue flight attendant shows little signs of waning. Instead, rumors are circulating that Slater will soon host a new reality television series that focuses on employees who’ve reached their wits’ end…and also pull crazy stunts […]
Please visit this article for the most up to date version of this tip: Escalating Your Tickets with Groups At Zendesk, our customer advocates follow a basic ITIL workflow based on escalation. One of the goals when following ITIL is to streamline the communication channel. To accomplish this, a framework is set up so that […]
If you’ve ever worked in customer service or customer support then you know one thing for sure: it is hard work. And it’s very clear when someone is exceptionally good at it. You know the type; patient, but not a pushover; personable, but not over-the-top; able to handle a million things at once and yet […]
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. Each week Zengage brings […]
Zendesk CEO Mikkel Svane sits down with Andy McLoughlin – founder of Huddle, a business collaboration tool. The two discuss how businesses need tools to fill the whitespace between them and the trials of trying to name your startup. Also, Mikkel calls Andy a bastard.
He did whaaaat? It was the kind of take this job and shove it moment that most of us have probably salivated over. In a curious blend of crazy and courageous, JetBlue flight attendant Steven Slater literally jumped from a plane to escape an abusive customer, dropping an f-bomb or two along the way. And […]
Those who fancy themselves true connoisseurs of the written word have at least once in their lives flipped through a book, perhaps even a bestseller, and thought, Heck, I could write better than this. Well, now opportunities abound to prove it. Derisively labeled “vanity publishing,” self- or custom publishing used to be the last resort […]
Ive posted before about the best leadership style for managers, specifically looking at whether a lead from the front approach is most effective or a get out of the way and leave it to the people who know best approach yields dividends. I wanted to look a bit deeper at why modern industrial psychological thought […]
Mikkel (Zendesk CEO) sits down with Chuck Dietrich, the CEO of SlideRocket. They discuss why most business slide presentations are broken; how slides can be used for customer service; and which company has the better beer supply.
Theres been a lot of talk about innovation recently. Big companies talk about it, small companies do it, then the big companies buy small companies, they innovate a bit more purely based on inertia, and then it stops again. Innovation – it’s the ultimate source of advantage, the undisputed heavyweight champion of the economic ring. […]
In an ongoing series of interviews with truly customer focused companies, I wanted to take a look at one particular initiative taken by New Zealand payroll software vendor SmartPayroll. SmartPayroll is all about customer service. While pretty much every company on earth says that, SmartPayroll has a philosophy that sees them absolutely put the customer first. […]
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. Each week Zengage brings […]
When my generation recalls its early childhood memories, many will remember mom busy at home and dad at the office, where his workday promptly ended at 5 p.m. Our kids memories will more likely be of us hunched over our iPhone or Blackberry, responding to an endless stream of emails, no matter where we are […]
You might have noticed that this post is pretty old. For the latest on LiveChat integration with Zendesk, visit our Apps Marketplace. Before a customer experiences your products, services or support, they often will visit your website first. Giving website visitors a low friction means of asking questions to your support staff will improve visitor […]
Zendesk has been a huge timesaver for our staff. Thanks to built-in Triggers — which our previous solution didn’t include — we’ve reduced the number of tickets requiring agent interaction by 22 percent. — Rosa Terrazas, Director of Community Support BigTent is where trusted groups connect online. This free platform for family-friendly organizations strengthens group […]
Part one in a two-part series Daniel Dargham, CEO of Lohika, an outsourced software development company, is charming, soft-spoken and eloquent. His experience and education spans decades and continents, and hes obviously put much time and attention into crafting his company. And his business practices, while certainly inspiring, would be considered by many to be […]
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. Each week Zengage brings […]
I travel. A lot. Last year I did around 200000 miles in the air and all of it was with Air New Zealand on their own, or their code share partners, flights. I spend a lot of time talking about what an amazing experience travelling with Air New Zealand is, and I wanted to take […]
Apparently, you can be a content strategist without knowing it. In June of 2008, after years of working as a writer, I got tapped by a recruiter looking to fill a content strategist position at eBay. Looking at the job description, I wouldnt even have guessed I was qualified. After some tests and an interview, […]
As we described in Tip of the Week: Review Ticket Resolution Times with Reports, you can get a good snapshot of your support tickets using the Zendesk graphical reporting available to all accounts (go to the Report page under the Manage tab). If you want to do some more heavy duty analysis, however, it’s best […]
A few days ago on Zengage, Ben Kepes wrote about the different ways a business might approach Twitter, with some examples both good and bad. Like any tool, Twitter is only as good as the person — or in this case, the company — using it. Knowing why your business is on Twitter is crucial […]
The Zendesk forums have let us turn support into a community activity. By tapping into the knowledge of our user base, we can provide the right answers sooner — without increasing our headcount. — Megan Etzel, Customer Relations Coordinator Animoto is a web-based video creation platform that lets anyone quickly and easily create professional-quality videos […]
Over the past few years, we have seen a fundamental breakdown in the confidence and belief that individuals are willing to place in large organizations and in the people who run them. When asked to rate the ethics of various professions in a recent Gallup poll, Americans ranked those who represent big business and big government near the bottom. Only 12% of respondents rated the ethical standards of business executives as high or very high. Members of Congress fared even worse at 9%.
