Chatbots for business: a new support standard

August 3, 2017

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window

FAQ-page design: Be savvy about self-service

June 23, 2017

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

How customer-centric is your organization?

May 23, 2017

When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences

5 Things to do before you switch solutions

May 9, 2017

Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So why switch solutions? Because according to a recent study by Forrester, if the switch is to Zendesk, it’s worth it

3 ways to achieve better self-service

May 5, 2017

Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

Four examples of good customer service

April 26, 2017

What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?

The latest social media trend? Great customer service

April 26, 2017

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

Why you must offer chat support

April 25, 2017

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited

What is excellent customer service?

April 14, 2017

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

April 12, 2017

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one

How to improve customer service: align the company with shared goals

April 4, 2017

As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat

What are your most important customer service objectives?

March 28, 2017

Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives

Uncover the value of support: 3 ways to combat customer frustration

March 21, 2017

If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations

Community tips for happier customers

February 10, 2017

Zendesk can’t magically provide you with happier customers. But we can give you the tools you need to improve the customer experience

How messaging apps can benefit your business

February 2, 2017

Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response. Here are three ways your business can benefit from connecting with customers over consumer messaging apps

Improving phone support efficiency

January 25, 2017

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can help teams improve efficiency, saving time (and money)

An unlikely advocate for Advocacy

January 17, 2017

Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team

The short path from Swedish lawn bowling to advocacy training & development

December 1, 2016

Some of us aren’t so great about answering when opportunity knocks. Not the case with Justin Helley. He manages the Advocacy Training & Development team

Why new college grads should try a customer support career

October 18, 2016

Customer support agents gain a wide range of skills that can lead to big opportunities

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

SchoolMint earns top marks with integrated phone support

August 11, 2016

As more schools signed on with SchoolMint, the company was faced with an influx of support requests from two distinct populations—administrations implementing SchoolMint, and parents using the system. This created a complex support

How to chat with your customers: 5 tips from the pros

July 5, 2016

Customers who chat are three times more likely to make a purchase than customers who don’t. Take a minute to let that sink in, especially if

Tips for practicing customer empathy

June 23, 2016

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role is not customer-facing, Aurash is known among his peers for exhibiting great amounts of customer empathy

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