What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher
Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with Rich about what hes 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
Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with Ed about what hes learned about the customer experience from some of the worlds most-loved brands.
Pick up the phone!
Email isnt going anywhere. Your customers use it, and will continue to use it for the foreseeable future. So Im in no way advocating that you get rid of it
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
When a customer shape-shifts on you quickly, theres 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
Ive heard it told that if youre in customer service long enough, eventually you will come upon a ticket so confusing that it will feel like youre trying to read hieroglyphics
Tip of the week: solving the unsolved ticket mystery
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
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
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?
Dont be afraid: empower your support team
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
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.
Zen U. is back! Summer’s almost over, but your fall education is about to begin.
Organizing support for future success
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
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
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?
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
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
Now that Zendesk has rolled out our new language capabilities with our Dynamic Content feature, its much easier to identify your customers’ languages and provide support in their preferred language. For the time being, were 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
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
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
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
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
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
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 […]