Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live

Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better

It turns out the best way to retain your customer base is to simply meet their needs in the first place. In this Fine Tuning post, I’ll show you different ways you can use Zendesk to provide effortless experiences

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on capturing the right user data to provide a more personalized

Sometimes, sticking to a predetermined plan isn’t really possible—and is possibly even dumb. At least that’s the case when the plan we are talking about is a

2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard of on-demand support, and new innovations in mobile have

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

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

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

Are your customer inquiries getting solved for good? Not sure? We’’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’’re able to organize all the information presented to the support team in […]

Speaker and bestselling author Joseph Michelli shares five actionable principles for customer service teams from his book Leading the Starbucks Way: 5 Principles for Connecting

Shep Hyken, customer service expert, speaker, author, and one our most popular Zen Masters, was recently named the top social customer service pro on Twitter

We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.

To provide the highest level of customer service to your customers, your customer support team must consider when to be available, and this could mean 24/7/365.

On Wednesday, May 1, we’re presenting an excellent new Zen Masters Webinar: Three hidden reasons why good people provide bad

Creating a great customer experience can seem like a daunting task. Everyone wants to do it, but where to start? What are some of the effective strategies companies have implemented to become more customer-centric?

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

Loyalty rewards has something of a double meaning. Most people think of it as a marketing tool that encourages people to become repeat customers

Self-service can be an excellent option for your company and your consumers, but it’s important to first evaluate what benefit it brings, and for whom

In the next addition of our series of Zen Master webinars, we’ll hear from author and communication skills coach Carmine Gallo about how Apple became the most profitable retailer on the planet

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 […]

Santa Claus is many things – bringer of presents, harbinger of Christmas, jolly fat man – but he’s also something possibly even more influential than any of those: in many cases, he’s a child’s first direct experience with “customer service.” Only instead of being met by a chic, pretty, dressed-in-black sales clerk, the “customer” is […]

We all know how important and profitable it is to have a good customer retention rate. But with increasing pressure to engage new customers, it can be all too easy to take your existing customers for granted. Just like that old song says, “One is silver and the other gold.” (And we all know how […]