Why it’s worth having your own branded community

November 13, 2017

There are many surprising benefits to hosting a branded community including better SEO, knowledge sharing, customer engagement, and more.

Uncover the value of support: 3 ways to combat customer frustration

March 21, 2017

If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations

Customer appreciation: make new friends, but keep the old

February 9, 2017

If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers? Customer appreciation.

Conduct an honesty audit: Learn from customer feedback

January 19, 2017

Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around

Fend off “digital disrupters” with customer empathy

November 9, 2016

A little bit of empathy can go a long way, especially in CRM processes. In fact, an August 2016 report published by Gartner indicates that, “Through 2020, businesses that deploy CRM technology in such a way that it reflects

Who you gonna call? Your dedicated Advocacy Relationship Manager

October 13, 2016

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to learn more about his path into advocacy relationship management and on providing one-to-one support

How to satisfy customers using the right tone of voice

September 15, 2016

Although 49% of customers didn’t consider any of the listed options as too casual, 35% felt that emoticons were too informal for customer support. Similarly, 26% said

3 ‘must-haves’ for building long-term customer relationships

August 24, 2016

Long-term customer relationships don’t happen overnight. They begin the first time a customer engages with your business and continue with each interaction. That includes everything from

The skill every great chat agent needs to have

August 18, 2016

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila, Anna joined Zopim back in late 2013

5 tips to make sure your customer service is Millennial-ready

August 1, 2016

We’ve all seen an angry customer Tweet. That molotov cocktail of 140 characters, thrown at a brand by a disappointed customer. It lands on the brand’s Twitter feed, as just one

Everything is cooler in color: Zendesk’s customer service coloring book

July 18, 2016

Customers and businesses aren’t always coming from the same place. But that’s not a bad thing. It makes for good conversations, even better stories, and a bit of learning on both sides. In this coloring book, you’ll find a weird world of illustrations, poems, and one-liners exploring the beauty of unexpected relationships. We hope it […]

Tips for practicing customer empathy

June 23, 2016

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role is not customer-facing, Aurash is known among his peers for exhibiting great amounts of customer empathy

The keys to a low-effort—and drama-free—customer experience

June 1, 2016

Creating an effortless customer experience and building loyalty is anything but effortless. It takes work—lots of it. To help set you on the right path

4 barriers to empathy in customer service

March 11, 2016

Empathy is a word that’s easily tossed around in customer service. It’s also a standard job requirement for any professional in a support role. But more than an industry buzzword, empathy is tough to muster on demand

Retailers, make 2016 the year of better customer relationships

February 10, 2016

71% of customers say their typical response to a bad experience is to stop doing business with the company altogether. Read this infographic to learn the three things businesses can do to improve customer experiences

Five ways to innovate retail customer service in 2016

January 26, 2016

Clothing that’s one-size-fits-all never really fits. The same goes for one-size-fits-all customer service solutions. Whether it’s live chat, voice support, or self-service, consumers have strong

Meeting customer expectations… at scale

April 8, 2015

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service

The secret to Amazon’s customer loyalty success

February 26, 2015

While customer loyalty may seem like a sure-win game, there are some potential drawbacks (unbelievable, we know) of having loyal customers.As the saying goes, there’s no hate without love. Loyal customers may love your business, but sometimes all it takes is one disappointing interaction to turn your biggest fans into your most vocal haters. Although loyal customers tend to give second chances to companies when they make mistakes, that’s only one opportunity to make things right.

3 steps to achieving customer satisfaction and loyalty

February 19, 2015

Isn’t it enough that customers find a product appealing, the service high-quality, and the price reasonable? The answer is no! A customer that says “yes” to all of the above might be satisfied with your product, but loyalty is a whole different matter

Responding to fan outrage: the best way to say “I’m sorry”

July 16, 2014

The video game industry has seen a seismic business shift over a relatively short period of time: Just a few years ago

The new face of customer service

April 3, 2014

Businesses talk a lot about customer loyalty. And for many businesses, building customer loyalty means creating loyalty programs that reward repeat behavior. But are your customers loyal because they want that free

Community tip: 11 ways to give customers the love…with Zendesk macros

March 17, 2014

11 crowdsourced tips for giving digital hugs and electronic kisses to your customers using Zendesk macros and business rules

Customer conflict: how to turn “he said, she said” into perfect harmony

July 18, 2013

An unhappy customer can quickly pull multiple people from your company into a vortex of anger and accusation. Heated interactions with customers are always hard, so it’s essential

Forging an unforgettable connection: The Starbucks experience

June 11, 2013

What could possess someone to visit Starbucks 16 times a month (that’s once every two days) for coffee? Either the coffee is absolutely magical, or there’s something else that creates an insatiable attraction for customers. What is this “something else” that