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2 min read

Phone support do's and don'ts

In the world of customer service, voice support still holds steady as a channel that customers…

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2 min read

Talk it out: introducing Advanced Voice, our new phone support product

In a world where customer relationships can make or break your business, it’s important that your…

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1 min read

Don't let bad phone support get in the way of a good relationship

A woman calls home but gets the "hold shoulder" treatment from her parents in this funny…

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5 min read

The best hold music since 'Careless Whisper'

Most companies' hold music is unlistenable. Here's how to make yours better.

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5 min read

Break the fourth wall to transform customer experience

By breaking the fourth wall, businesses can pull people close to the brand, its mission and…

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3 min read

Writing condolences for a coworker

Writing condolences isn’t easy, especially for a coworker, but don’t be so afraid of writing the…

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3 min read

Go from Outlook email to Zendesk ticket in a flash

The new Zendesk add-in for Microsoft Outlook enables anyone in an organization to create a new…

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9 min read

Angry at work — how to get mad the right way

We've all been angry at work. Take a look at how to use that anger to enact positive change in the office. It's possible to be mad and stay professional.

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3 min read

Chat Tags: a new way to read between the lines of your customer conversations

Live chat interactions are a treasure trove of actionable data about your customers. Zopim's new Chat…

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1 min read

Community Tip: Create automated public follow-up for tickets in a Pending state

There is now a way to create an automated public follow-up for tickets in a Pending…

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1 min read

Tip of the week: Including 0 values in Insights reports

This tip of the week covers how to include 0 values in Insights reports. To do…

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2 min read

Welcome BIME Analytics Team to the Zendesk Family

We are excited to announce that we have acquired the company and team behind the award-winning…

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3 min read

Innovate your customer service with embedded support

Digital customers no longer accept being treated like transactions instead of people. Thus, the growing demand…

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10 min read

The shameful trend of public shaming: a Q&A with author Jon Ronson

Is it okay to humiliate another human being—someone you only know from a single Twitter post?…

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8 min read

Not feeling it? Learn how to navigate the roadblocks to empathy

Science (and perhaps experience) tells us empathy is on the decline. But how much do we really know about empathy? Where does it live in the brain, and is it inherent to all people, or only to some? Can our capacity for empathy be enlarged?

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Shit support agents say

At least a few of these phrases are bound to sound familiar whether you're calling customer…

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4 min read

The relationship between customer loyalty and expectation

It’s easy to be in love with a brand when everything’s going well. When, for example,…

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