Because newsletters can be fun

In the cloud, sweet is better than suite

October 9, 2012

Today I’m speaking on a panel at Boxworks titled “Secrets of Silicon Valley: Enterprise Software, Silicon Valley’s Surprising Star”, along with some of our favorite SaaS startups GoodData, Okta, and Zuora

Infographic: complaining ain’t easy

October 4, 2012

Complaining: your customers are doing it in public forums and they want you to respond. It can seem malicious, and at times it might be. But ignoring them is not the best course of action

SEO for Zendesk Support

October 3, 2012

Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here at Line2 we have found that Search Analytics in addition to Google Analytics have assisted us in becoming a customer-centric company

Tip of the week: link to a saved Twitter search in the new Zendesk

October 1, 2012

Saved Twitter Searches in Zendesk allow you to easily keep tabs on relevant topics in the Twittersphere. However, it takes a few mouse clicks to get to your Saved Searches page in the new Zendesk

Infographic: improvements in search for more Intelligent self-service

September 25, 2012

Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if it met their needs

Customer Service Hero Tour

September 21, 2012

Customer service isn’t always easy. That’s why we launched the Customer Service Hero tour earlier this year. A series of events across the country

Tip of the week: Sidebar Icon and Text apps for the new Zendesk

September 21, 2012

With the launch of the new Zendesk comes the App framework. While several developers have already started writing apps of their own, there are two apps that everyone can use to easily bring features and functions from their back-end systems into the new Zendesk

Zendesk office hour in NYC hosted by VM Associates

September 21, 2012

Do you love Zendesk? Our partner VM Associates sure does. We even have the proof!

The new Zendesk: beauty

September 20, 2012

Customer service isn’t easy. This truth was a major motivator behind creating the new Zendesk. While we can’t make it easy, we did make it easier

We need to do better. Here’’s what happened.

September 19, 2012

We haven’t lived up to our reliability expectations in recent weeks. We know that we haven’t provided the quality of service that you, our customers, have come to expect and our European customers in particular have been disproportionately impacted

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