5 ways customer interactions can improve your business

May 11, 2015

Customers will call, customers will interact, and customers will even vent at you. But the truth is, each interaction (whether good or bad) provides information about how your company can do better. Here are 5 ways customer interactions can improve your business.

Sneak preview of new research: the contact center as profit center

May 6, 2015

If you work in customer service, you “get it”—of course what you do benefits your business and your bottom line. But ask around outside your own team, and you’ll find

Prioritize performance with Zendesk’s new SLAs feature

April 22, 2015

Great customer service is built on meeting customer expectations in a timely manner. When your support center is solving multiple issues across myriad customers though, how do you prioritize which issues should be solved first? Enter the Service Level Agreement

Revitalize your customer service with rotating roles

April 20, 2015

In the world of customer service, keeping things fresh and exciting for your agents is no easy task. Agents whose performance is a bit lackluster may not feel motivated, which might lead

How to provide better live chat at scale: introducing Zopim Premium

April 16, 2015

Customer service is all about the connection forged between a support agent and his customer. But as a business grows and expands its support team, it becomes harder to maintain the same level of personalized service customers expect

Streamlining your workload: efficiency tips for small businesses

January 15, 2015

It’s not uncommon for businesses to outsource the management of their IT infrastructure to managed service providers (MSPs). Ollie Strickland is the CEO of Bitstream Consulting, one such MSP, and he knows how

Happy Employees Means Happy Customers: Q&A with Dave Murray

August 12, 2014

Dave Murray will be joining Zendesk for a live webinar on August 19th. To prepare for the event, we talked with him about how employee happiness translates to customer happiness

Improve employee productivity with flextime

July 24, 2014

Flextime was originally developed to deal with problems caused by transit times during peak hour and to attract and retain staff with family commitments. It grants workers greater flexibility in starting and quitting times while maintaining a core time they are present in the office.

CSM Spotlight: Analyzing the metrics that matter

July 24, 2014

We’re hosting a discussion in our forums focused on analyzing metrics and data to improve your customer experience

Helping HR create strong relationships

July 16, 2014

Good customer service applies to any department, and it encourages the kind of interactions that help create strong relationships. Relationships which create real, lasting value

10 signs you’’ve outgrown a homemade customer service solution

January 9, 2014

Most businesses have one thing in common: they start off with limited resources. When it comes time to build out a technological infrastructure, it makes sense that any burgeoning business will choose

4 steps to uncovering the “right metrics” for customer service

December 11, 2013

Businesses are often surrounded by more data than they can handle. The trick is figuring out which are worth your time and attention and then identifying the information that is actionable—in other words

Service standards don’t serve anyone

November 6, 2013

Many companies have customer service standards. The goal is to make service more consistent. The result is often the opposite.

Tip of the week: Building your change management process

August 12, 2013

For the simplest change management process, all you need is a few custom configurations.

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

Five customer service tips for small businesses

July 15, 2013

When you’re just getting your company started and your customer base is small, you can’t afford to lose business due to a customer service snafu. Here are five tips for developing a customer-centric mindset

Don’t panic: 6 steps for dealing with service disruptions

May 29, 2013

Service disruptions have an enormous impact on customers, so it’s best to have a plan in place before they happen

Love your help desk in any language with Dynamic Content

December 9, 2011

Providing support for a global product can be an exciting adventure, but if you answer your customers’ tickets in the wrong language, it can leave them feeling like their Babel fish is broken. Zendesk Dynamic Content helps you to provide a seamless support experience for your customers, ensuring that you not only respond to their […]

Increase efficiency, drive down cost, and improve customer satisfaction all at the same time

April 29, 2011

How can your organization increase efficiency, drive down cost, and improve customer satisfaction all at the same time? By getting it right the first time. –Increasing first call resolution (FCR) is an incredibly powerful way for a call center to achieve success. Call center consulting company SQM contends that every 1 percent improvement in FCR […]

5 Tips for setting expectations around in-house help desks

November 23, 2010

When it comes to help desk response times, the rules governing time in relation to distance appear to warp. Many users are willing to swear that the closer the help desk is the slower support appears. In-house help desks thus seem to defy physics…or at least they dash expectations. But is this the reality or […]

Tip of the Week: Use Automations to Send Alerts When a Ticket Needs a Reply

March 11, 2010

The keys to outstanding customer support are simple to understand, but as anyone who’s handled customer issues can tell you, they can be difficult to execute. Answering one customer email in a timely and thorough manner might be easy; but replying to five, 10, 20 emails in an hour? For that, it helps to have […]