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Denver Broncos’ Big Offseason Changes

April 3, 2012

It’s been a heck of an offseason for the Denver Broncos. On the heels of last year’s Tebow mania, the Broncos shocked the nation by signing future Hall of Fame quarterback Peyton Manning a few weeks back. Today, we found out that they’re welcoming him with a slight update to their uniforms, courtesy of the […]

Tip of the Week: Explaining the “No Category” Category

April 3, 2012

In this week’s tip, Max explains why our forum categories default to a possibly mysterious “no category” value, before telling you how to edit a forum (and restore order). Take a look at it here.

Zendesk Voice: A Good Thing Gets Better

March 28, 2012

Phone support is an integral part of the modern, multichannel customer-delight machine. In fact, 79 percent of customers prefer it over any other channel. Zendesk Voice is the fastest, most affordable way for businesses to set up an integrated call center; it only takes five minutes, requires no extra hardware and syncs call information to […]

Integrations – Document Management and Advanced Reporting

March 23, 2012

It’s about that time of the month when we roll out a few exciting new integrations. This month’s batch helps you wrangle your widespread document inventory and provides some additional analytic options for you data hounds. Check ’em out! edocr edocr centralizes your documents in one location to give you a quick and easy way […]

The Secret Formula for Customer Satisfaction

March 22, 2012

Satisfied customers spend more and stick around longer than dissatisfied ones, but let’s face it: products aren’t perfect. That’s why support is an integral part of your product experience–they smooth out the glitches and keep users happy. The best organizations–Zappos, Southwest and so forth–build it into their ethos, but many other companies that haven’t inspired […]

Infographic: Your Customers Want Support Via Smartphone

March 21, 2012

As smartphones become as essential to our pockets and purses as wallets and drivers licenses, customers are expecting these handy devices to do do their banking, purchase last-minute birthday gifts, book reservations, and above all, take care of customer service needs. Customers these days don’t like to stop for even a few minutes. Companies need […]

Three Freaky Facts from Our Customer Satisfaction Index

March 19, 2012

The following is excerpted from the Customer Satisfaction Index, which you can view here… A high satisfaction score is the best sign of exemplary customer service. But it begs the question: how do I compare to my peers? For the past year, we’ve gathered anonymized help desk-performance and customer-satisfaction information from more than 15,000 of […]

Tip of the Week: Touring Our New Reporting Menu

March 16, 2012

This past week we launched a new reporting dashboard, complete with new search analytics that provide insight into what users are searching for and whether they’re finding answers. Max’s tip of the week provides a quick tour of the new reporting dashboard for those looking to dig deep into some customer support statistical goodness. Take […]

Women Who Code: Ruby Tuesdays Study Group at Zendesk

March 15, 2012

Women Who Code is out to foster a female-friendly environment for women who love to “dork out” as much as their male counterparts do. As proud supporters of their mission, we’re hosting the next Ruby Tuesday study group at Zendesk headquarters on March 20th strictly for female Ruby programmers (and hobbyists). This is a fun, […]

Search Analytics Takes Self-Service to Intelligent New Heights

March 14, 2012

Thanks to its speed and convenience, self-service is the easiest way to maximize customer satisfaction and support efficiency. In fact, 36% of customers of online businesses prefer finding their own answers to talking to a support agent. But how do you measure the number of tickets you avoid? And how do you create the right […]

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