Best books to step up your customer service game in 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
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
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?
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
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?
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
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
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
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
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
Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with Rich about what hes learned about how agents and managers communicate with customers and with each other
The new face of customer service
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!
Email isnt going anywhere. Your customers use it, and will continue to use it for the foreseeable future. So Im in no way advocating that you get rid of it
How to provide great customer service through social media
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
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
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
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
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?
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
Good ecommerce customer support begins with a solid user interface and user experience design.
Leading the Starbucks Way: Q&A with Joseph Michelli
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.
Were actively working to change the meaning of customer service through personal interaction and design.
7 tools for amazing every customer, every time
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
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 its essential