Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Relate Live: Transform your team, tech, and CX
Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live
Highlighting your customer service capabilities
Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better
Create and measure effortless customer experiences
It turns out the best way to retain your customer base is to simply meet their needs in the first place. In this Fine Tuning post, I’ll show you different ways you can use Zendesk to provide effortless experiences
Fine Tuning: Capturing the right data to provide a more personalized customer experience
Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on capturing the right user data to provide a more personalized
Is “make customers happy” a real business plan?
Sometimes, sticking to a predetermined plan isn’t really possible—and is possibly even dumb. At least that’s the case when the plan we are talking about is a
Best books to step up your customer service game in 2015
2014 was a whirlwind of a year—social media is omnipresent, live chat is the new standard of on-demand support, and new innovations in mobile have
What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher
Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with Rich about what hes learned about how agents and managers communicate with customers and with each other
The new face of customer service
Businesses talk a lot about customer loyalty. And for many businesses, building customer loyalty means creating loyalty programs that reward repeat behavior. But are your customers loyal because they want that free
Community tip: 11 ways to give customers the love…with Zendesk macros
11 crowdsourced tips for giving digital hugs and electronic kisses to your customers using Zendesk macros and business rules
Community tip: How to use views to solve tickets for good
Are your customer inquiries getting solved for good? Not sure? We’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’re able to organize all the information presented to the support team in […]
Leading the Starbucks Way: Q&A with Joseph Michelli
Speaker and bestselling author Joseph Michelli shares five actionable principles for customer service teams from his book Leading the Starbucks Way: 5 Principles for Connecting
7 tools for amazing every customer, every time
Shep Hyken, customer service expert, speaker, author, and one our most popular Zen Masters, was recently named the top social customer service pro on Twitter
Tip of the week: organizing the content in your knowledge base
We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.
Follow-the-sun customer support: how to get global, fast
To provide the highest level of customer service to your customers, your customer support team must consider when to be available, and this could mean 24/7/365.
Three hidden reasons why good people provide bad service
On Wednesday, May 1, were presenting an excellent new Zen Masters Webinar: Three hidden reasons why good people provide bad
7 effective keys to transforming the customer experience
Creating a great customer experience can seem like a daunting task. Everyone wants to do it, but where to start? What are some of the effective strategies companies have implemented to become more customer-centric?
Scaling Customer Service: 5 Secrets from Airbnb
A solid relationship with your customers is a lot like a romantic relationship. There are many stages, and each stage is very important
Loyalty rewards
Loyalty rewards has something of a double meaning. Most people think of it as a marketing tool that encourages people to become repeat customers
Control your self-service customer experience
Self-service can be an excellent option for your company and your consumers, but its important to first evaluate what benefit it brings, and for whom
Zen Master Webinar Series: Q&A with Author Carmine Gallo
In the next addition of our series of Zen Master webinars, well hear from author and communication skills coach Carmine Gallo about how Apple became the most profitable retailer on the planet
The Secret Formula for Customer Satisfaction
Satisfied customers spend more and stick around longer than dissatisfied ones, but let’s face it: products aren’t perfect. That’s why support is an integral part of your product experience–they smooth out the glitches and keep users happy. The best organizations–Zappos, Southwest and so forth–build it into their ethos, but many other companies that haven’t inspired […]
Santa Claus—Your Child’s First Customer Service Memory
Santa Claus is many things bringer of presents, harbinger of Christmas, jolly fat man but hes also something possibly even more influential than any of those: in many cases, hes a childs first direct experience with customer service. Only instead of being met by a chic, pretty, dressed-in-black sales clerk, the customer is […]
Ways to Keep Your Long-Time Customers Engaged and Feeling Special
We all know how important and profitable it is to have a good customer retention rate. But with increasing pressure to engage new customers, it can be all too easy to take your existing customers for granted. Just like that old song says, One is silver and the other gold. (And we all know how […]