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4 steps to uncovering the “right metrics” for customer service

December 11, 2013

Businesses are often surrounded by more data than they can handle. The trick is figuring out which are worth your time and attention and then identifying the information that is actionable—in other words

Customer engagement brought to you by Survey Monkey, MailChimp, and Zendesk

December 9, 2013

Zendesk is traditionally used as a tool to collect and manage customer conversations, for communicating with those customers who reach out for help. But what about your customers who don’t reach out?

How to build an amazing support team

December 5, 2013

Customer service matters. It affects your bottom line and how your brand is perceived by the public. It is crucial to invest in building and hiring the right customer service team

5 types of difficult customers and how to help them

December 4, 2013

No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone

4 customer service tips from Zendesk’s head of global support

December 4, 2013

There’s nothing customer support managers love more than hearing in-the-trenches stories from their peers: what works, what failed, and how to do better. That’s why

Tip of the week: keeping an eye on high-priority customers

December 2, 2013

In your customer service world, you may have to give some tickets higher priority than others

Bridging the omnichannel customer service gap [infographic]

November 26, 2013

As the holiday shopping season approaches, here’s some advice for retailers: mind the gap. A recent survey reveals there’s quite a big one between consumer expectations

2014: the year of omnichannel customer service

November 25, 2013

Consumers are becoming more comfortable interacting with companies via email, phone, in store, online chat, and social media, and as a result, they’re demanding a seamless and consistent approach across all those channels when it comes to customer service

Behind the scenes of the new Zendesk demo

November 20, 2013

Matthew Latkiewicz, Creative Manager of the Zendesk video team, sat down and answered a few questions about how his team put together our new product demo

Curse of the mummy ticket

November 19, 2013

I’ve heard it told that if you’re in customer service long enough, eventually you will come upon a ticket so confusing that it will feel like you’re trying to read hieroglyphics

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