Best books to step up your customer service game in 2015

January 6, 2015

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

The uphill climb to an effortless customer journey

December 9, 2014

Companies have never had more ways to engage customers in conversation, thanks to startling advances in technology. But in this new world

4 simple changes to make right now for a better customer experience

November 6, 2014

The path to creating the optimal customer experience can be long and winding, and sometimes it’s difficult to figure out where to begin making improvements. Thankfully, revamping your customer service doesn’t need to be a strain on time or resources

Your customers have a multi-channel strategy. Do you?

October 2, 2014

Just ahead through the double doors is the customer service department. Behind a neat, circular desk, a tidy line of customers waits patiently—or perhaps not quite so patiently

CSM spotlight: improving user adoption for your Zendesk

September 25, 2014

Curious about how to get staff and customer buy-in for your new Zendesk? Today is your day! We’re hosting a discussion in our forums focused on user adoption

The age of the customer is here. Now what?

September 19, 2014

Earlier this week, innovators in customer service gathered for Illuminate in New York City to share their strategies for providing great support

Drive your brand to success with proactive chat support

August 26, 2014

The importance of proactive chat support cannot be underestimated. Part of Zendesk’s chat offering is a Triggers feature for engaging important customers

Making it last in the new era of customer relationships

July 23, 2014

Customer relationships have risen far beyond the call center to become an integral and necessary part of a successful business

How to create raving fans with legendary customer service

June 19, 2014

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and floored by the customer service they’ve received that they can’t stop telling everyone about it. Without going into a book analysis, the problem is clear: there can be two types of raving fans.

What customer service and content marketing can learn from each other

June 18, 2014

Lately we’ve been wondering why there isn’t more collaboration between content-producing marketing teams and customer support and documentation teams. After all, both share a broad agenda

What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher

May 13, 2014

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

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

Pick up the phone!

March 26, 2014

Email isn’t going anywhere. Your customers use it, and will continue to use it for the foreseeable future. So I’m in no way advocating that you get rid of it

How to provide great customer service through social media

March 19, 2014

In our new guide to “Providing Great Customer Service Through Social Media,” we explore some best practices for providing “social care” through channels such as Facebook and Twitter

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

One Face of the Brand support: how retailers rise above the competition

February 4, 2014

One Face of the Brand support means that whenever and however a customer interacts with your business, they can expect the same customer experience

From Apple to Zappos: elevating the customer experience from A to Z

November 5, 2013

Would you like to know how companies like Apple and Zappos have created some of the best customer service brands in the world? Carmine Gallo is here to help! Keynote speaker and author of The Apple Experience and the upcoming Talk like TED, Carmine joined Zendesk for a webinar on November 13th. In it, he […]

Community tip: How to use views to solve tickets for good

October 29, 2013

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 […]

Always online gaming: who wins?

September 24, 2013

In the age of shared content, publishers across the entertainment and software industries have fixated on the best ways to protect intellectual property against digital piracy. The means publishers use to protect their content

Ecommerce design as customer support

September 18, 2013

Good ecommerce customer support begins with a solid user interface and user experience design.

Leading the Starbucks Way: Q&A with Joseph Michelli

September 4, 2013

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

It’’s about much more than a service. It’’s about an experience.

August 22, 2013

We’re actively working to change the meaning of customer service through personal interaction and design.

7 tools for amazing every customer, every time

August 7, 2013

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

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