Omnichannel customer service: what people really want

April 12, 2017

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

Advocate Spotlight on Tier 3: Bringing a hive mentality to work

April 12, 2017

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

How to never make a VIP customer wait

April 10, 2017

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?

How JustCo provides full service support for its co-working community

April 6, 2017

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

Fine tuning: the best ticket is the one that’s never created

March 23, 2017

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

The easiest way to improve customer satisfaction

March 19, 2017

At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)

Multi-channel support expectations are growing

March 1, 2017

Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing

3 ways to improve CSAT

February 17, 2017

Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers

Bright ideas: how some companies are winning the customer service game

February 16, 2017

Customer service is critical in today’s one-swipe, one-click away world; competition is stiff and it only takes milliseconds to go to a competitor. Don’t just listen to us. Read our customer stories and learn how they help keep their customers happy

Find out what’s new with Zendesk

February 12, 2017

Join our product marketing team for an in-depth walk-through of all product updates in the last quarter. In this 60-minute webinar, we’ll take you through the new features in Support, Help Center, Chat, Talk, and Message

Community tips for happier customers

February 10, 2017

Zendesk can’t magically provide you with happier customers. But we can give you the tools you need to improve the customer experience

WeGoLook’s fearless multi-channel approach

February 8, 2017

When deciding which channels to roll out, “it comes down to what’s most appropriate for the customer, as well as their urgency and need,” Knoll explained

How BetterCloud organizes IT support

February 7, 2017

At BetterCloud, we’ve developed some creative strategies to leverage Zendesk automations (and other features) so our IT team provide excellent internal support

Channel changes score high with Ditzo’s online insurance customers

January 26, 2017

Ditzo’s decision to eliminate both email and voice as contact channels in early 2016 was a surprising one. It might even be called revolutionary

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

Why the pipeline isn’t running dry anytime soon for Pipedrive

January 12, 2017

Pipedrive uses the Zendesk Support, Help Center, Talk, and Chat products—and nearly every feature within Zendesk Support. “Zendesk fulfills all our needs,” Kõiva said, “and there’s no other software out there that is able to do that

How Harry’s uses Zendesk and MaestroQA to deliver effortless customer experiences

November 29, 2016

Harry’s brings the same focus on quality to their customer service as they do to their razors

Taylor Stitch finds the perfect fit with a multichannel support solution from Zendesk

November 3, 2016

In February 2015, Taylor Stitch moved to Zendesk and now uses the Zendesk family of products—Zendesk Support, Zendesk Chat, and Zendesk Talk—for seamless support

All about the “About” custom ticket field

June 30, 2016

When the About field is set correctly, it allows you to categorize the topics your customers are asking questions about. This, in turn, can help speed up ticket

Tip of the week: Best practices for altering your custom ticket fields

June 21, 2016

This Zendesk Tip of the Week covers best practice for altering custom ticket fields in your Zendesk.

Play nicely in the ticket queue using the Play button or Guided mode

May 6, 2016

Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important as teams expand and share workload across multiple global offices. That’s why, here at Zendesk, we implemented a Play button-centered workflow

Streamline your Zendesk notifications for effective team communication

April 27, 2016

We’re often asked how to optimize Zendesk notifications to ensure that both customers and your support team aren’t overwhelmed. Today, I’ll walk you through my steps for auditing your notification strategy

Community Tip: 3 ways to get the most out of Zendesk’s Pathfinder app

April 26, 2016

Get the most out of Zendesk’s Pathfinder app with this Community Tip from James Baldwin of Change.org

Get out your gardening tools—how to clean up your users, groups, and organizations

March 24, 2016

Getting your hands dirty, in the weeds, isn’t always fun, but it’s an important maintenance task to help ensure workflows are optimized for agents spending their day in Zendesk