Making the most of an NPS survey

September 21, 2017

What can an NPS survey tells you about your customer experience?

5 benefits of turning know-how into knowledge

September 20, 2017

To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out

Be a better listener

August 7, 2017

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Make self-service easy with the Web Widget

July 27, 2017

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

What’s the difference between machine learning and deep learning?

July 18, 2017

Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning

Grow the bottom line by building trust

July 11, 2017

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

5 best practices for designing a knowledge base

July 6, 2017

When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.

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 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

The best customer service is a group effort

April 23, 2017

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

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?

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)

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

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

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

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)

January 15, 2017

This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.

Sh*t support agents say

December 21, 2016

Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story

Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)

December 13, 2016

This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.

Community Tip: How to improve feedback loops with automated peer reviews

December 6, 2016

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script

Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA

November 8, 2016

This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues

The reviews are in: Best headsets for customer service

October 12, 2016

Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned pen and paper? If you’re a member of a phone support team, a headset is likely at the top of that list—it definitely is for our customer advocates. In fact, members of our support team are commonly asked for […]

From the experts of Zen U: Optimize your views

October 6, 2016

We’re here to help you understand Zendesk better. With Zen U, you can participate in an interactive curriculum and learn from experts like Austin Hinz, one of our Zen U trainers. This November, we’re taking Zen U on the road

Building your Zendesk workflow brick-by-brick

September 22, 2016

Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks

Tip of the week: A guide to Help Center for Web Portal users

August 30, 2016

This Zendesk Tip of the Week will help you transition from Web Portal to Help Center