Kicking apps and chewing gum

June 27, 2017

And we’re all out of gum. But we have plenty of great apps to highlight this month:

How video can enhance self-service

June 21, 2017

The human brain processes video at astounding speeds. Try using it in your support pages.

Building trust with automatic answers

June 16, 2017

Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction

Are proactive chat scripts the answer?

June 16, 2017

How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?

Deliver a seamless online customer experience

June 15, 2017

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

How PlanGrid empowers the construction industry with Zendesk Support

June 13, 2017

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

Which call center metrics should you really focus on?

June 12, 2017

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

Live chat vs. phone support

June 9, 2017

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.

Raise your ticket deflection ratio with smart self-service

June 7, 2017

It’s time to demystify ticket deflection and improve your deflection ratio

The benefits of proactive chat

June 2, 2017

The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool

For FabFitFun, subscriber growth means scaling up customer service

June 1, 2017

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

Multi-channel customer service, made-to-order

June 1, 2017

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

The low-down on the best new integrations

May 30, 2017

We have a bevy of new ways to integrate with Zendesk. Among other things, these tools offer ease in inventory control, minimize repetition in support answers, and break down language barriers

How to increase conversions with chat

May 26, 2017

While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking. Conversion tracking enables you to see how many of your 600 conversions were influenced by a chat and even which agent was involved

You don’t always need call center scripts

May 25, 2017

Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

Setup your agents and end-users for success with Chat

May 25, 2017

You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents

Ticket deflection: the currency of self-service

May 22, 2017

New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection

Work smarter: live chat best practices

May 17, 2017

As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers

Excellent customer service, excellent ROI

May 15, 2017

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much

Why firsthand product experience is the best teacher

May 11, 2017

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about

How to be human while collecting customer data

May 8, 2017

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible

3 ways to achieve better self-service

May 5, 2017

Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

May the 4th integrations be with…whoops

May 4, 2017

We’re a day late, sue us. All that matters is we’ve got another great round of integrations to help you make the most of Zendesk

Outbound team: Welcome to the Zendesk family

May 4, 2017

We’re happy to report another milestone in Zendesk’s journey to help companies better communicate with their customers. Today we announced our recent acquisition of Outbound, and we welcome the entire Outbound team to the Zendesk family