Because newsletters can be fun

Forging an unforgettable connection: The Starbucks experience

June 11, 2013

What could possess someone to visit Starbucks 16 times a month (that’s once every two days) for coffee? Either the coffee is absolutely magical, or there’s something else that creates an insatiable attraction for customers. What is this “something else” that

Tip of the week: service level agreements

June 7, 2013

Whether or not your group is held to Service Level Agreements, we can all agree on the fact that customers appreciate a speedy reply

The right tools for the job: the customer support tool scorecard

June 6, 2013

Finding the best customer service tools is not always easy

Community tip: adding a suggestion box

June 3, 2013

When working on enhancing your knowledge base, customer feedback is enormously important

7 signs you need expert implementation help

May 30, 2013

Many growing companies get to a point where they realise they need a better help desk solution, but their current solution architecture is so complex and bound together with duct tape, that they’re not sure where to begin

Don’t panic: 6 steps for dealing with service disruptions

May 29, 2013

Service disruptions have an enormous impact on customers, so it’s best to have a plan in place before they happen

Playing well with others: 7 new integrations

May 28, 2013

Zendesk works even better when other business apps you use all the time are integrated with it. That’s the beauty of the Zendesk Apps marketplace

Customer service skills for new tech

May 23, 2013

We recently published Customer Service Skills you Need in 2013, a guide to giving your customers the best possible service

Making the right moves for security

May 22, 2013

Security is like chess: both require adaptation and the methodical use of multiple pieces. A good security program requires a similar, multi-layered strategy, requiring a continuous and methodical approach to risk assessment, mitigation, and re-evaluation.

Community tip: track repeat ticket submitters

May 20, 2013

Keeping track of customers who submit multiple tickets is great way to gauge things like customer satisfaction, product quality

We know. It's a lot to take in.

Sign up for our newsletter and read at your own pace