Increase proactive engagement with Mobile Chat Notifications

April 14, 2016

In 2015, for the first time ever, visits to retail websites via mobile devices overtook desktop traffic. This means it’s increasingly important for businesses to offer a mobile-optimized experience

In-context mobile support: A better experience for everyone

December 7, 2015

There’s a popular rant by comedian Louis C.K. about our cultural impatience with slow Internet connections on mobile devices and on WiFi-enabled airplanes. He sounds a bit curmudgeonly, but he’s only trying to say

Mobile: The ‘smart’ move for better customer engagement

February 3, 2015

Just a decade ago, we wouldn’t fathom using our phones and tablets as primary methods of browsing the web. But today, smartphones never leave our hands. The trend toward

5 mistakes winning apps don’t make

May 7, 2014

The mobile era is already well under way. For companies looking to use mobile apps as a way of engaging with their customers, this represents a challenge and an opportunity

A support app optimized for couches and mountains

March 26, 2013

At Zendesk, we’ve loved our mobile devices for a long time. Back in 2010, we released our first ever native app for the iPhone

Infographic: Your Customers Want Support Via Smartphone

March 21, 2012

As smartphones become as essential to our pockets and purses as wallets and drivers licenses, customers are expecting these handy devices to do do their banking, purchase last-minute birthday gifts, book reservations, and above all, take care of customer service needs. Customers these days don’t like to stop for even a few minutes. Companies need […]

Drop those Twilight books and pick up Zendesk for Kindle Fire

March 8, 2012

Amazon’’s Kindle Fire is taking the tablet world by storm, going from zero to 14% market share in just three short months after its release. At just $200, there’’s no sign of it slowing down. For agents looking to take Zendesk on the go with their books and Internet surfing, our recently updated Zendesk for […]

Customer Hacks: Siri and OS X Support Bar

December 21, 2011

Our customers are continually doing cool stuff with our product that enhances their lives and that of their customers. Our whole goal is to make peoples’ lives easier, from the agent to the end user, so we really geek out when we see this kind of stuff. Here are two recent examples we’re excited about: […]

Seven More Zendesk Integrations to Make Life Easier

December 8, 2011

[Editor’s note: Hop in our time machine, and see who Zendesk integrates with well beyond 2011…] From our mobile apps to our constant stream of new features, we never stop thinking about how to make your life easier. One way we do this is by integrating with useful tools that help make you more efficient. […]

Infographic: The High Expectations on Online Retailers to Provide Top-Notch Customer Service

December 8, 2011

Tis the season for jam-packed malls, aggressive shoppers, and Black Friday stampedes. Shopping in brack-and-mortar stores is a cut-throat game these days. It’s no wonder more consumers are turning to online retailers as a way to beat the holiday rush and peruse a wonderland of possible gifts in the safe confines of their homes or […]

Infographic: Mobile Apps in the Enterprise Are the Future

May 24, 2011

Your laptop isn’t irrelevant yet, but it might be soon. Sales of web-enabled smartphones, tablets, and e-readers have surpassed web-enabled laptops, notebooks, and desktop computers. By 2016, the number of mobile apps downloads are estimated to reach 44 billion and the worldwide online app market is expected to grow from approximately $6.8 billion in 2010 […]

Mobile Support Gets More Powerful With Our New iPhone and iPad Updates

May 24, 2011

Today, Zendesk is happy to announce new releases of its Zendesk for iPad and Zendesk for iPhone apps. These updates make Zendesk’s mobile strategy even more powerful by providing support agents with the greatest flexibility in viewing, updating, and managing support requests anytime, anywhere. Given the fact we’ve witnessed 100,000 Zendesk mobile help desk software […]

What Does Support in “Real Time” Actually Mean

April 20, 2011

Is ‘customer time’ the same as ‘company time’? If not, then the starting point of service expectation is already a compromise. Technology has condensed, reduced, and minimized the time we wait for an acknowledgement, resolution, or response from a company’s support team. And while the notion of receiving support in ‘real time’ is not that […]

Infographic: Guess Our Most Popular Mobile Platform

February 24, 2011

Zendesk’s customers serve more than 20 million end users worldwide. When these end users use a mobile device to access a self-service interface, 43 percent use an iPhone, 26 percent use an Android device, 25 percent use an iPad, and 1 percent use a BlackBerry. The remaning 5 percent use other devices. Among the tens […]

Mobilize Your Customer Support Team

February 18, 2011

For many years, the idea of “going mobile” was touted as a way for a company to increase return on investment (ROI); a mobile workforce was seen as a way to increase revenue, decrease costs, and improve services.  And, yet, customer support staff remained stuck in the cubicle maze, tethered to their headsets, land lines, […]

Mobile Devices Are Transforming Customer Service

February 15, 2011

Experts are saying that 2011 is the year that mobile computing will transform customer service. That’s because mobile apps are “expanding the scope of customer service – mobile apps allow us to offer new functionality,” according to Diane Clarkson, an analyst at Forrester Research. “We can now use our mobile devices to learn if an […]

5 Ways to Turn Mobile Apps Into Customer Service Tools

February 8, 2011

At a retail outlet of a major wireless provider, a salesperson was recently heard explaining to a potential buyer why she should consider a smartphone. He went on and on about how a smartphone would allow her to access store coupons and have those coupons scanned at point of sale. Another selling point was how […]