The benefits of a virtual team are real

September 4, 2014

To go virtual, or not to go virtual. Is that the question? Should it be? It might be if you’re having a hard time finding the right

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

How to build a winning IT strategy

July 8, 2014

Focus not only on numbers and ROI and costs, but on a user-centric approach

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.

The customer service resume checklist

May 14, 2014

Finding the right customer service talent is no simple task. As part of our series, How to Hire the Best Customer Service Reps, we put together this handy checklist that will help you the sort through that pile of resumes

3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell

April 15, 2014

Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with Ed about what he’s learned about the customer experience from some of the world’s most-loved brands.

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

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

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

Manage your virtual support team like a BOSS

October 15, 2013

You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?

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

Taking on the dreaded Hydra

September 17, 2013

I was on a sea voyage, responding to tickets (thanks to Zendesk for iPad) when I saw a ticket from a prospective customer asking if we would be interested in publishing one of her blog posts

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

Keeping things fresh with rotating roles, part 2

July 31, 2013

One of the best ways to attract the best talent for the job is to create a working environment that is as interesting and enriching as possible. Previously, we discussed some of the roles you can rotate your support team through to help keep things fresh and interesting. Since customer service isn’t limited to the […]

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

Follow-the-sun customer support: how to get global, fast

June 11, 2013

To provide the highest level of customer service to your customers, your customer support team must consider when to be available, and this could mean 24/7/365.

Tip of the Week: Queue Management in Zendesk

April 22, 2013

Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?

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 […]

Groupon: Defenders of the Customer Experience

January 27, 2011

“Zendesk’’s macros are incredibly easy to use and customize. We know how we’ll they’’re working whenever a customer writes back to us and says, ‘It’’s so nice to deal with a human rather than a robot!’” –Joe Harrow, Director of Customer Service, Groupon Launched in November 2008, Groupon features a daily deal on the best […]