Admins are artists. Give them a better paintbrush

October 26, 2017

For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.

The paradox of channel choice

October 17, 2017

It’s good to offer all support channels, but not all the time, and not everywhere

Build a contact center with Talk Enterprise

September 6, 2017

With Talk Enterprise, we aim to give you the tools and hands-on support you need to build a contact center easily.

Introducing Textback, born in our hackathon

August 29, 2017

Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.

How Allbirds’ customer service is taking flight

July 28, 2017

Allbirds partnered with Zendesk for their customer service software when they first launched

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

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

Multichannel 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

6 Reasons why every call center should use an integrated ticketing system

May 30, 2017

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

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

Huckberry explores speedier support with SMS messaging

April 20, 2017

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

On hold no more: top 5 benefits of a callback service

March 21, 2017

No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]

5 tips for training call center agents

March 14, 2017

Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone

Boosting call center customer satisfaction

March 7, 2017

If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call

Text support: get it right the first time

February 20, 2017

Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.

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

Improving phone support efficiency

January 25, 2017

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can help teams improve efficiency, saving time (and money)

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

Introducing our new ebook: Getting started with Zendesk Talk

December 20, 2016

To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook on “Getting Started with Zendesk Talk”.

Announcing Text: adding SMS support to Zendesk Talk

December 6, 2016

More people use phones than laptops or desktop computers. And texting—which is a lower commitment than a phone call and more efficient than an email—is the most popular activity on smartphones

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

The skill every great chat agent needs to have

August 18, 2016

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila, Anna joined Zopim back in late 2013

SchoolMint earns top marks with integrated phone support

August 11, 2016

As more schools signed on with SchoolMint, the company was faced with an influx of support requests from two distinct populations—administrations implementing SchoolMint, and parents using the system. This created a complex support