Tip of the week: organizing the content in your knowledge base

July 15, 2013

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

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

Follow-the-sun customer support: how to get global, fast

June 11, 2013

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.

The right tools for the job: the customer support tool scorecard

June 6, 2013

Finding the best customer service tools is not always easy

Three hidden reasons why good people provide bad service

April 23, 2013

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

Does good customer service really matter?

April 9, 2013

With the help of Dimensional Research, we conducted a study to understand the value of good customer service. The results back up what we’ve been saying for a long time: providing great customer service can pay dividends that are far-reaching and long-lasting

Acting on customer satisfaction feedback

April 4, 2013

Customer satisfaction isn’t just another number on an impressive-looking report. By taking the time to analyze your satisfaction ratings

7 effective keys to transforming the customer experience

March 6, 2013

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?

The Cost of Waiting One More Day to Resolve Customer Issues

January 3, 2013

Research by the UK Institute of Customer Service shows that the approximate cost of resolving a customer issue within 24 hours is $4.70. But waiting just one more day causes that cost to skyrocket to approximately $7.80

Scaling Customer Service: 5 Secrets from Airbnb

December 27, 2012

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

The holiday satisfaction slump: keeping holiday customers happy

November 8, 2012

Holidays are hard on customer satisfaction. Last year, you might have noticed a slump in your clients’ happiness around winter

Loyalty rewards

October 11, 2012

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

Control your self-service customer experience

August 23, 2012

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

Zen Master Webinar Series: Q&A with Author Carmine Gallo

June 19, 2012

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

Six Surefire Tips to Retain and Grow Customers

May 14, 2012

Recently I had the privilege of participating in a great webinar with our friends from Totango. Totango makes a customer engagement platform for cloud-based businesses. What does that mean? Among other things, it means they help cloud businesses like Zendesk understand and measure how customers are using a product. We have been using Totango for […]

We’ve Got a Secret! We’ve Got a Secret!

April 6, 2012

Pssst….hey there. We’’ve got a secret. Actually a few. Big ones, too. The kind of secrets that can help transform your organization and dazzle your customers. You want to know what they are? Well, good news! We are willing to tell you, but we’re going to ask you for something in return. You can either […]

The Secret Formula for Customer Satisfaction

March 22, 2012

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 […]

Zen Masters Webinar Series: Q&A with Author Joseph Michelli

February 8, 2012

Have you ever heard about Zappos’’ amazing customer service and wondered just how they’’re able to do it? Author, speaker and consultant Joseph Michelli went inside Zappos to harvest their know-how into juicy tidbits for his latest book, The Zappos Experience. He gave away some of Zappos’’ secrets in our latest Zen Masters of Customer […]

Infographic: Evolution of Phone Support

February 8, 2012

On a scale of 1 to 10, one being “please, anything but that” and 10 being “this is the best thing that might have ever happened to me,” how much do you like picking up the phone and calling customer service? We’d venture to say the majority of the answers would hover around the lower […]

Santa Claus—Your Child’s First Customer Service Memory

December 12, 2011

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 […]

How to Avoid an Online Customer Service Fiasco

June 14, 2011

The real-time web has given customers amazing power to vent their issues in a very public and gigantic space. It’s why companies such as Comcast launched @ComcastCares, a Twitter channel completely devoted to customer support and well, customer complaints. Because let’s face it, if there is ever an industry that can provoke mass ire it’s […]

Ways to Keep Your Long-Time Customers Engaged and Feeling Special

March 18, 2011

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 […]

Why Zipcar Gives Customers the Benefit of the Doubt

March 9, 2011

When we grant someone “the benefit of the doubt,” what we usually mean is something like, “Ok. We can’t prove your highly dubious tale is a lie, so we’ll let you slide this time. But don’t do it again!” But from a customer service perspective, what is the benefit of “the doubt” i.e. accepting the […]

How Colombians Ingeniously Avoid Price-Gouging Cell Phone Providers

March 8, 2011

One of the first things you can’t help but notice in Colombia are all the vendors sitting in parks or street corners in plastic chairs handing out phones to customers to place a call. They are hard to miss since they sport lime green or orange vests, splattered with the names of the three major cell-phone […]