What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher

May 13, 2014

Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with Rich about what he’s learned about how agents and managers communicate with customers and with each other

3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell

April 15, 2014

Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with Ed about what he’s learned about the customer experience from some of the world’s most-loved brands.

Pick up the phone!

March 26, 2014

Email isn’t going anywhere. Your customers use it, and will continue to use it for the foreseeable future. So I’m in no way advocating that you get rid of it

Poseidon’s revenge

March 4, 2014

One time, I mentioned that the Pacific Ocean was “no big deal,” and a day later we received a deluge of tickets, calls, tweets, Facebook posts, and chats. All of them were about the same issue: a heretofore unseen bug

When customers go werewolf on you

January 21, 2014

When a customer shape-shifts on you quickly, there’s only one explanation: a werewolf ticket. Nice and friendly one moment, howling mad the next. In this case, you have to go right to the big guns: Pull in

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

Tip of the week: solving the unsolved ticket mystery

November 8, 2013

The Backlog Evolution report is a great way of seeing how your Zendesk is handling your incoming ticket volume, which will allow you to allocate your resources more efficiently

Permanent daylight: the cure for vampire tickets

October 16, 2013

It started one morning, just after dawn. A comment from a customer in a far off land who was still waiting for a question to be answered. The next morning, just as the sun rose

Manage your virtual support team like a BOSS

October 15, 2013

You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?

Don’t be afraid: empower your support team

October 3, 2013

If you manage a support team, you are going to want to empower your employees. That means giving your team free reign to make decisions about how to respond to customers and even make concessions

Taking on the dreaded Hydra

September 17, 2013

I was on a sea voyage, responding to tickets (thanks to Zendesk for iPad) when I saw a ticket from a prospective customer asking if we would be interested in publishing one of her blog posts

16 lessons learned at Zen U.

August 29, 2013

Zen U. is back! Summer’s almost over, but your fall education is about to begin.

Organizing support for future success

August 28, 2013

For certain companies, particularly those with large support teams, it makes sense to consider organizing your department into pods

Scaling Customer Service: 5 Secrets from Airbnb

December 27, 2012

A solid relationship with your customers is a lot like a romantic relationship. There are many stages, and each stage is very important

Infographic: keeping up with Twitter

August 22, 2012

For many, companies using Twitter to interact with customers might seem like a given; there are more than 500 million users engaging in a public forum. It would seem that most companies should be active, or at the very least, actively monitoring Twitter for Tweets to and about their brand

Infographic: where are the happiest employees?

July 12, 2012

Our latest infographic takes a look at which countries have the happiest employees, and which ones don’t. At Zendesk, we believe that happy employees provide better customer service

Infographic: Evolution of Phone Support

February 8, 2012

On a scale of 1 to 10, one being “please, anything but that” and 10 being “this is the best thing that might have ever happened to me,” how much do you like picking up the phone and calling customer service? We’d venture to say the majority of the answers would hover around the lower […]

Tip of the Week: Tracking Requester Language by Email

December 15, 2011

Now that Zendesk has rolled out our new language capabilities with our Dynamic Content feature, it’s much easier to identify your customers’ languages and provide support in their preferred language. For the time being, we’re able to detect browser settings, but automatic language detection in email is still in beta. (To participate, fill out this […]

5 Ways to Prevent Customer Fallout

November 29, 2011

Originally published on The 1to1 Blog The real-time Web is an increasingly powerful tool for customers to get the word out when out when they feel a company has wronged them. In fact, a recent study by loyalty marketing company Colloquy revealed that 26 percent of those surveyed said they were far more likely to […]

Zendesk two-day training, June 21 & 22

June 15, 2011

Note: If you missed this training, we have scheduled many more. To see the current training schedule, check out http://university.zendesk.com. Every time we hire someone new here at Zendesk (which has been happening a lot lately), we want them to understand our product as quickly and fully as possible. With each new employee, the onboarding […]

How to Avoid an Online Customer Service Fiasco

June 14, 2011

The real-time web has given customers amazing power to vent their issues in a very public and gigantic space. It’s why companies such as Comcast launched @ComcastCares, a Twitter channel completely devoted to customer support and well, customer complaints. Because let’s face it, if there is ever an industry that can provoke mass ire it’s […]

Share Support Tickets Across Multiple Zendesk Accounts With Our Ticket Sharing Feature

June 6, 2011

Companies don’’t work in a vacuum. They rely on partnerships, vendors, suppliers – a whole network of other companies – in order to get their work done and stay competitive and successful. This interconnection often affects a company’’s customer support issues as well. A customer asks a question of one business, but the answer could […]

Tip of the Week: Email Support for Two Different Products

October 1, 2010

It is a common scenario for one company to produce more than one product – a software company with three different apps for instance; or a print shop that sells its products to two distinct audiences. In these cases, it can be helpful to keep the support experience for your customers specific, not to your […]

Tip of the Week: Escalating Your Tickets With Groups

August 13, 2010

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 […]