Turning customer reviews into real revenue

February 3, 2017

Customer service is too often an afterthought and many times customer requests go unanswered. Yet with the proliferation of connected devices, customer expectations are at an all time high – they expect to get help quickly and on every channel

Adopting new technologies benefits customer service

January 5, 2017

As the need for customer service professionals to provide excellent customer experience expands, retailers must empower them with new tools and technologies

The cost of disjointed data on the customer experience

December 29, 2016

To compete in today’s marketplace, retailers need to make customer data available to their agents in an easy, consumable way so they can serve their customers better than the competition

Beyond customer satisfaction: measuring customer happiness

December 8, 2016

There ways companies choose to measure their people and customers is changing to a more relationship-based approach

Measuring success in a customer experience world

November 30, 2016

Any retailer knows today’s consumers expect the best, and they won’t stay loyal for long if they don’t get it. Influenced by social trends and empowered by technology, customers want every retailer

How Zendesk measures the customer experience

November 22, 2016

Delivering on the customer experience is more than measuring customer satisfaction

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

How businesses can improve the customer experience with machine learning

October 19, 2016

Every interaction offers a business the chance to leave a customer feeling good, helping to build a relationship for the longer term. Yet some customer interactions have a mercurial quality and end up in a different place than they began

Future-proof your company by focusing on the customer experience

September 19, 2016

A carefully considered customer experience is no longer the sole responsibility of support agents. Instead, the customer experience has evolved into a crucial part of any company’s

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

Happy agents provide the best customer experiences

September 8, 2016

When a customer reaches out to an agent for support, it’s probably because they were unable to solve the problem on their own. This might sound distressing, and it might well be a sign that your self-service needs some attention. On the other hand, any time that agents interact

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

How Chubbies uses the Zendesk Support and Shopify integration to deliver ‘the perfect weekend’

July 22, 2016

Chubbies wants their customers to have a good time—all the time. So, when they were looking for a Shopify integration, the solution had to deliver good vibes

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

Create and measure effortless customer experiences

May 26, 2016

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

Dance like nobody is waiting: announcing the Best Hold Music winner

December 22, 2015

For two weeks we held a global contest to find the world’s best hold music. It was a close and scrappy fight, but a winner has emerged, shining, victorious, and sporting a dope beat

Innovations in the retail customer experience

December 9, 2015

Learn more about retail inventions you already depend on and discover what’s in store for the future of shopping. This interactive infographic looks at innovation in the retail customer experience through the ages

The best hold music since ‘Careless Whisper’

December 8, 2015

With a few notable exceptions (shout out to Philippine Airlines!), most hold music is pretty shitty. Most of us will spend 43 precious days of our lives, waiting to speak to a customer service rep, while listening to some third-rate cover of ‘Careless Whisper’

Fine Tuning: Capturing the right data to provide a more personalized customer experience

October 29, 2015

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

What’s the best way to build customer loyalty?

October 23, 2015

So, how do you encourage customers to be loyal? A lot of advice on customer relationships tells you to “delight” your customers. But, there is little difference to customer loyalty when you exceed customer expectations versus simply meeting them

6 Best practices for chat etiquette

August 20, 2015

Communicating via live chat is different than interacting with a customer in person, over the phone, or via email. These chat etiquette tips will help you give a better support experience

Customer service management—not by the numbers

February 5, 2015

Paint by numbers kits have allowed millions of people to create their own masterpieces for decades now. The kits provide a controlled environment—the brushes, the paint, the canvas, and the numbers never

Is “make customers happy” a real business plan?

January 27, 2015

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

Why delighting customers doesn’t pay

January 21, 2015

Rick Delisi, co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, came to Zendesk to share some shocking news