Broaden your team’’s horizons with events

June 12, 2013

Building a customer support team that enjoys working together and coming to work every day with enthusiasm requires a creative touch

Acting on customer satisfaction feedback

April 4, 2013

Customer satisfaction isn’t just another number on an impressive-looking report. By taking the time to analyze your satisfaction ratings

Simplified IT service management, part 4

March 5, 2013

I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and I’d say many support analysts are the same

Simplified IT service management, part 3

February 4, 2013

There’s nothing more customer-centric than actually asking your internal customers how happy they are with your service. Our own Zendesk Benchmarking shows a great customer satisfaction figure of 95% for IT Services

Simplified IT service management, part 2

January 22, 2013

Every IT department has to make changes at some point that are going to impact internal customers and other areas of the business. There’s a good way to do it and a bad way to do it

Simplified IT service management part 1

January 8, 2013

An internal IT department is an interesting place to work. You feel buffered from the front-lines of “real” customer support, yet the systems you monitor and maintain often directly affect the experience of those external paying customers

5 Ways to Prevent Customer Fallout

November 29, 2011

Originally published on The 1to1 Blog The real-time Web is an increasingly powerful tool for customers to get the word out when out when they feel a company has wronged them. In fact, a recent study by loyalty marketing company Colloquy revealed that 26 percent of those surveyed said they were far more likely to […]

Announcing the Zen Masters of Customer Service Webinar Series

November 18, 2011

A big part of our mission here at Zendesk is to help our customers provide the most exceptional customer service possible. Everyone knows that one way we accomplish this mission is through the products that we build and support. At the same time, we also believe that education is a key component of helping companies […]

Six Criteria for Selecting Help Desk Software

November 14, 2011

As software increasingly moves from resource-heavy on-premise solutions to the cost-savings and flexibility of the cloud, it can be difficult to evaluate real solutions from pretenders. Finding a platform that’s reliable and addresses your needs is vital. Our guide, Saas Help Desk Software: Your 6 Requirements, identifies six key criteria to consider when evaluating potential […]

Self-Service Support: Are You Doing It Wrong?

March 7, 2011

Customer self-service certainly has its advantages: customers can find answers they need regardless of call center hours, without waiting for an agent to assist them, at remarkable cost savings to the company.  However, when an interactive voice response (IVR) system is poorly designed, hard to use, or inefficient, irritated callers either transfer to an agent […]

Spending Smart on Customer Service

February 22, 2011

Companies know where their bread is buttered, and one of the last things they have wanted to cut during these economically lean times is anything customer-facing. Conversely, now that budgets are opening up a bit again, customer service-based technology, training, and hiring are some of the first things smart companies are investing in. “Executives are […]

Looking Inside Zappos’ Corporate Culture Club

February 10, 2011

Launched in 2008, Zappos Insights is where companies go to learn how they can be as cool as Zappos when it comes to corporate culture. Here’s an inside look on how they keep their cool when it comes to support.

Infographic: The Cost of Bad Customer Service

January 31, 2011

There’s not a soul out there who doesn’t have at least one juicy story to tell involving some type of providing a bad customer service experience. Maybe a clerk snubbed you in a store. Maybe a phone call between you and an agent suddenly became one endless stream of profanities. Whatever your tale entails, a […]

10 Questions for HubSpot CEO Brian Halligan

October 19, 2010

Brian Halligan is the CEO and founder of HubSpot.com, a company that helps other companies develop its inbound-marketing, which, essentially, means having clients find you, rather than the traditional, opposite route. By its very nature, HubSpot has to stay ahead of the curve. We spoke with Halligan regarding building customer relations and loyalty in today’s […]

Saying Customer Engagement in Spanish

June 22, 2010

In a recent Zendesk Tip of the Week, we talked about the importance of speaking your customers’ language and how to implement multiple languages on your Zendesk. Zendesk itself is based in the U.S. and while most of our customers speak English, we do have a significant and growing population of non-English-speaking customers. Some of […]

What does friendly customer service mean? A conversation with Zappos

May 18, 2010

Recently over at AmazingServiceGuy, Kristina Evey wrote a post about the friendliness factor and how it relates to customer satisfaction. In her post, Kristina wrote that: “Customers make their purchasing decisions based on how they feel. When they are developing relationships with their service and product supplies, a person who smiles, is inviting, and is […]

How About Those Service Requests?

September 28, 2007

Ticket types in Zendesk are limited to incidents, problems and questions. Incidents and problems are well documented with their origin in ITIL. But questions are a bit off. And what about service requests? According to ITIL a key component of a service desk, is the ability to handle requests for services (service requests) defined in […]