Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need

Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?

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

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

We’ve highlighted some of the potential innovations coming to customer service by way of machine learning

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

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

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

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

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

“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

Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns. But what if an issue raised in a ticket in turn raises more questions

“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

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

Managing support across various channels can create accountability problems and make your customer feel undervalued. Here are three ways to corral the chaos

Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice

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

We’re excited to announce the Zendesk kit for Fabric, bringing in-app support to thousands of mobile developers using the Fabric development platform. With the Zendesk kit, you can add customer self-service, messaging, and app review prompts right into your app

Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required

Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel

Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

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

In our last Fine Tuning session, we took a look at building ideal workflows so that every ticket is solved as efficiently as possible. This month, we take the conversation a step further by asking, “How do we prevent ticket creation in the first place?” A good self-service strategy can have a major impact on customer loyalty, support costs, and customer satisfaction