Reducing the stress of constant contact

October 23, 2017

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.

On hold no more: top 5 benefits of a callback service

March 21, 2017

No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]

5 tips for training call center agents

March 14, 2017

Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone

Boosting call center customer satisfaction

March 7, 2017

If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call

Text support: get it right the first time

February 20, 2017

Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.

Introducing our new ebook: Getting started with Zendesk Talk

December 20, 2016

To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook on “Getting Started with Zendesk Talk”.

The reviews are in: Best headsets for customer service

October 12, 2016

Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned pen and paper? If you’re a member of a phone support team, a headset is likely at the top of that list—it definitely is for our customer advocates. In fact, members of our support team are commonly asked for […]

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

6 easy steps to trial Zendesk Talk

July 13, 2016

Whether it’s to resolve complex support issues or to receive personalized service, many people appreciate companies that make the investment in providing quality support over the phone

Why RentMoola moved all support channels under one roof

June 9, 2016

We sat down with Laura Cowin, Manager, Customer Support, and her boss Ari to learn why a modern payment platform also requires modern, flexible, multi-channel support—including the good old fashioned phone

Answer your customer’s call with Basic Voice: Cloud-powered phone support available to everyone

March 15, 2016

If you were to step into a store on main street, you’d chat with the someone behind the counter for help. That immediate, personal interaction is the kind of positive support experience most businesses want

Hold the line—your new hold music has arrived

February 26, 2016

At long last, the winning track from our hold music contest is here. Perhaps you thought we were holding out on you. When we asked you to hold your horses back in December, you might have

How Brayola’s customer service team became every girl’s best friend

February 23, 2016

Many items are fun to shop for—wide-brim, floppy hats, lacy skirts, motorcycle jackets, chunky scarves, cowboy boots. The list goes on, virtually to infinity, except for one item

Phone support do’s and don’ts

December 22, 2015

In the world of customer service, voice support still holds steady as a channel that customers love. Use this infographic to discover the right and wrong ways to provide phone support

Dance like nobody is waiting: announcing the Best Hold Music winner

December 22, 2015

For two weeks we held a global contest to find the world’s best hold music. It was a close and scrappy fight, but a winner has emerged, shining, victorious, and sporting a dope beat

Talk it out: introducing Advanced Voice, our new phone support product

December 10, 2015

In a world where customer relationships can make or break your business, it’s important that your customer support experiences are effortless for both customers and agents. Customers like voice support

The best hold music since ‘Careless Whisper’

December 8, 2015

With a few notable exceptions (shout out to Philippine Airlines!), most hold music is pretty shitty. Most of us will spend 43 precious days of our lives, waiting to speak to a customer service rep, while listening to some third-rate cover of ‘Careless Whisper’

Fine Tuning: Phone support and Zendesk Voice

February 26, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on phone support and Zendesk Voice

The Music We Hold To

February 2, 2012

Whether its a long-forgotten Christopher Cross melody, a sweet smooth jazz sax solo, or a rollicking version of Beethoven’s 5th, there’s something about customer support hold music that stays with us long after we’ve hung up the phone. And in some instances, that means literally having Peter Cetera and Amy Grant’s “The Next Time I […]

Hold Music

January 17, 2012

Hold Music is a new feature on Zengage where we hack through the underbrush of the Internet to bring you important customer service stories from the previous week. You’ll laugh, you’ll cry, and you may even learn something. So sit back and bask in the warm glow that is customer service link love. (And spread […]

Phone Support That Actually Rocks!

September 12, 2011

While more and more organizations are turning to social media and other online channels to enhance their customer support, it seems that no matter how sophisticated the technology gets, there’s still no substitute for picking up the phone. In fact, almost 80 percent of customers across industries still prefer to call for support when they […]

Infographic: Love ‘Em or Hate ‘Em, Call Centers Are Here to Stay

September 12, 2011

No one relishes the thought of having to phone up a support agent to have their issue resolved. The long hold times, the endless maze of menu options, and the dread of getting transferred to a dizzying stream of agents and having to retell your story every single time. Ugh. But guess what? Companies don’t […]

Guide to Tricking Voicemail Systems

March 4, 2011

The answer, as far as reaching a customer service rep by phone, for many companies, is “Maybe. If you want it bad enough.” While we use the Internet for many tasks precisely to avoid interacting with a human, there are times, usually when we are frustrated, flummoxed, and/or irate, when only a voice on the […]