For retail, the math is simple: more support, better results

December 2, 2014

Last winter we tracked the impact of the holiday rush on customer satisfaction, and a clear trend emerged. Satisfaction with customer service interactions measurably and

Writing Great Emails to Customers: Q&A with Leslie O’Flahavan

November 4, 2014

There’s no denying that the Internet and social media are changing the way we all communicate. The shift isn’t limited to personal conversations and mass media: Traditional companies are also

Trick or trick: the ticket monsters of customer service (and how to conquer them)

October 30, 2014

For many, Halloween is a holiday that comes once a year: a celebration filled with gratuitous amounts of candy, costumes, and childlike bliss. For customer service agents, however, every day can feel like Halloween

Your customers have a multi-channel strategy. Do you?

October 2, 2014

Just ahead through the double doors is the customer service department. Behind a neat, circular desk, a tidy line of customers waits patiently—or perhaps not quite so patiently

CSM spotlight: improving user adoption for your Zendesk

September 25, 2014

Curious about how to get staff and customer buy-in for your new Zendesk? Today is your day! We’re hosting a discussion in our forums focused on user adoption

The age of the customer is here. Now what?

September 19, 2014

Earlier this week, innovators in customer service gathered for Illuminate in New York City to share their strategies for providing great support

Ask the right questions: conducting a customer service job interview

August 7, 2014

While an interview provides a great opportunity to learn about a customer service job candidate’s skills and abilities, it’s equally, if not more important, to make sure that they are also a good match for your organization

Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha

July 15, 2014

Frank Pietrucha will be joining Zendesk for a live webinar on July 22nd. To prepare for the event, we talked with Frank about how to explain complicated concepts

Use your phone for more than pictures of lunch: tips for screening job candidates

June 24, 2014

It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the person responsible for hiring new support staff in your organization, this is something you’ll be doing regularly

Taking care of customers by taking care of your team

June 12, 2014

The secret sauce to any great customer service and support organization is the people who work in it.

4 ways to stop making things so hard for your customers

May 8, 2014

It starts with a pause. Then, with a tremor, the support agent utters the most traumatizing words known to man

Maintain accountability with one simple move

April 23, 2014

One of the realities of working for a company that genuinely cares about customer service is this: every employee, to a degree, works in the customer service department

Not-so-lonely planet: How to follow the sun and provide global support

February 12, 2014

Are you looking for ways to support customers globally? We created an ebook just for you

One Face of the Brand support: how retailers rise above the competition

February 4, 2014

One Face of the Brand support means that whenever and however a customer interacts with your business, they can expect the same customer experience

How to write a customer service job description

January 29, 2014

Sometimes sitting down to write a job description can feel like a monumental task

Don’t underestimate the power of clean data

January 8, 2014

In order to make customers feel like you are fully engaged with them, your support agents need to know as much as possible about the customer, and to have that information at their fingertips

Interview prep: 10 questions for hiring great customer support reps

December 17, 2013

Whether you’re interviewing candidates or you’re a customer service job seeker hoping to nail your interview, these questions will get you prepared

4 customer service tips from Zendesk’s head of global support

December 4, 2013

There’s nothing customer support managers love more than hearing in-the-trenches stories from their peers: what works, what failed, and how to do better. That’s why

Don’t be afraid: empower your support team

October 3, 2013

If you manage a support team, you are going to want to empower your employees. That means giving your team free reign to make decisions about how to respond to customers and even make concessions

Leading the Starbucks Way: Q&A with Joseph Michelli

September 4, 2013

Speaker and bestselling author Joseph Michelli shares five actionable principles for customer service teams from his book Leading the Starbucks Way: 5 Principles for Connecting

16 lessons learned at Zen U.

August 29, 2013

Zen U. is back! Summer’s almost over, but your fall education is about to begin.

Organizing support for future success

August 28, 2013

For certain companies, particularly those with large support teams, it makes sense to consider organizing your department into pods

Customer service on the rise in 2013

August 8, 2013

Customer service is on the rebound. After more than a year of decline, customer satisfaction in the second quarter of 2013 was at 81%

Five customer service trends on the rise

June 24, 2013

See which customer service trends have gained momentum