Be the type of tech support team you want to interact with
The numbers speak volumes: CircleCI reduced its FRT by 78.5% and improved its self-service to ticket ratio by 138%. The team also built an open source integration with Slack that they're willing to share.
Fullscript’s prescription for omnichannel customer success
With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution.
Differentiate your brands with unique help center experiences
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
Three companies, three omnichannel examples
Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?
Slack kills at onboarding customers: Here’s how
How did Slack, with all of its channels and private groups, direct messages and hashtags, go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource.
Customer support like texting your (girl)friends
We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community
Building real relationships through technology
BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.
Agilyx partners with Zendesk to scale for size and international growth
Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management
How Spokeo connects more people, faster than ever
Spokeo uses the Zendesk Support, Guide, and Chat products, along with a key integration with Tymeshift, to provide seamless omnichannel support across its email, live chat, and self-service channels
How Zendesk customers benefit from self-service
For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service
Shaving down ticket volume with Answer Bot
Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects
Mortgage Coach’s fast, easy support with Zendesk Chat
Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base
How Allbirds’ customer service is taking flight
Allbirds partnered with Zendesk for their customer service software when they first launched
Getting wise to providing (even) better support
In the beginning, Hootsuite was like a lot of startups, in immediate need of a system to help manage customer service inquiries and to keep pace with growth
From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership
Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support
How PlanGrid empowers the construction industry with Zendesk Support
PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers. To build that relationship, every person they interact with should be treated with
For FabFitFun, subscriber growth means scaling up customer service
With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth
Huckberry explores speedier support with SMS messaging
Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support
How JustCo provides full service support for its co-working community
Zendesk plays an important role in the JustCo community, as it’s used by both internal staff and external community members to resolve IT and billing