Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about
Advocate Spotlight on Tier 3: Bringing a hive mentality to work
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
Supporting customers while supporting the community
Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the community helps him do a better job at work
An unlikely advocate for Advocacy
Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team
Tips for practicing customer empathy
Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role is not customer-facing, Aurash is known among his peers for exhibiting great amounts of customer empathy
How to “Bee Better”, one pair of socks at a time
Great products are often born to fill a need in the market, but the Bombas story is different. The company’s founders, David Heath and Andy Goldberg, didn’t start a sock company because they had engineered
How Medidata pivoted to support people over products
Before a new life-saving drug can be released, the pharma companies, researchers, universities, and charitable foundations behind a new treatment must run clinical trials to test the effects. These trials are costly, labor
Cheers to a job well done: Why peer recognition matters
Meet Ramona—or Rami, as she’s more frequently known. Born in Germany, and raised in Galicia, Spain, Rami is truly a citizen of the world. For the past eight years she’s lived and worked in
為何每個支援團隊都需要一名資料分析師
Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made the move from advocate to analyst and clues us into the types of support stories data can help tell
Shadowing: A day in the life of a Tier 1 advocate
Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his degree in Resort & Hotel Management in college, Rodney planned on a career in business and hotel management. Instead, he
How Le Tote Makes Customer Service Personal
You’ve heard of the sharing economy? How about the subscription economy? Actually, it’s not all that new. In fact, businesses have been doing it for years. Magazine companies and newspapers were some of the first businesses to use the subscription model. And, let’s not forget where Netflix started: Checking your mailbox for your next three […]
Modern luxury: Q&A with AllSaints
Sarah-Jayne Grabiec, Global Customer Experience Manager at AllSaints, has been with the brand nearly four years. Sarah’s journey with the brand began as general manager of
Talking social support: Q&A with Sprout Social
Deciding whether to offer customer service on social media, and how best to go about it, is not a discussion limited to support organizations. Great social care is the product of
Q&A with Mike Cartwright of Expedia Affiliate Network
Meet Mike Cartwright, Chief of Partner Solutions at Expedia Affiliate Network, at Expedia. He joined Expedia just over two years ago at a time when the company was aggressively growing. In fact
Stop emailing about email: It’s time to bring order to your team inbox
Email aliases make it easy to manage inquiries from outside the organization or other departments. But today’s email apps don’t make it easy for teams to collaborate behind-the-scenes before responding
Happy Employees Means Happy Customers: Q&A with Dave Murray
Dave Murray will be joining Zendesk for a live webinar on August 19th. To prepare for the event, we talked with him about how employee happiness translates to customer happiness
Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha
Frank Pietrucha will be joining Zendesk for a live webinar on July 22nd. To prepare for the event, we talked with Frank about how to explain complicated concepts
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
10 Questions for HubSpot CEO Brian Halligan
Brian Halligan is the CEO and founder of HubSpot.com, a company that helps other companies develop its inbound-marketing, which, essentially, means having clients find you, rather than the traditional, opposite route. By its very nature, HubSpot has to stay ahead of the curve. We spoke with Halligan regarding building customer relations and loyalty in todays […]
Saying Customer Engagement in Spanish
In a recent Zendesk Tip of the Week, we talked about the importance of speaking your customers’ language and how to implement multiple languages on your Zendesk. Zendesk itself is based in the U.S. and while most of our customers speak English, we do have a significant and growing population of non-English-speaking customers. Some of […]
What does friendly customer service mean? A conversation with Zappos
Recently over at AmazingServiceGuy, Kristina Evey wrote a post about the friendliness factor and how it relates to customer satisfaction. In her post, Kristina wrote that: “Customers make their purchasing decisions based on how they feel. When they are developing relationships with their service and product supplies, a person who smiles, is inviting, and is […]