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Best Practices

Customer service leadership

Beyond the bottom line: Building a business on customer empathy

Cultivate community for a better customer experience

Read on

‘Many to many’—providing richer, scalable customer support in the Zendesk Community

June 27, 2019
Customer service leadership Guide Help Center Zendesk Products Zendesk Tips

An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.

Start your omnichannel journey the right way

July 19, 2018
Customer experience Customer service leadership Support Zendesk Products

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

September 25, 2017
Best Practices Customer experience Customer service leadership

Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live

Mix it up: rotating customer support jobs

June 12, 2017
Agent experience Best Practices Customer service leadership Team management

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

Highlighting your customer service capabilities

March 15, 2017
Customer experience Customer service leadership

Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better

5 behaviors every leader should adopt to create better customer experiences

November 11, 2016
Best Practices Customer service leadership Team management

Good leadership paired with good company culture leads to happy employees

How customer service agents can think like memory athletes

July 7, 2016
Agent experience Agent Tips Customer service leadership

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

Writing Great Emails to Customers: Q&A with Leslie O’Flahavan

November 4, 2014
Customer service leadership

There’s no denying that the Internet and social media are changing the way we all communicate. The shift isn’t limited to personal conversations and mass media: Traditional companies are also

Explaining the Complicated So Anyone Can Understand: Q&A with Frank Pietrucha

July 15, 2014
Customer service leadership

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

Not-so-lonely planet: How to follow the sun and provide global support

February 12, 2014
Customer service leadership Team management

Are you looking for ways to support customers globally? We created an ebook just for you

Leading the Starbucks Way: Q&A with Joseph Michelli

September 4, 2013
Customer experience Customer service leadership

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

Customer service on the rise in 2013

August 8, 2013
Customer service leadership Zendesk customers

Customer service is on the rebound. After more than a year of decline, customer satisfaction in the second quarter of 2013 was at 81%

Five customer service trends on the rise

June 24, 2013
Best Practices Customer service leadership

See which customer service trends have gained momentum

Announcing the Zen Masters of Customer Service Webinar Series

November 18, 2011
Best Practices Customer service leadership Types

A big part of our mission here at Zendesk is to help our customers provide the most exceptional customer service possible. Everyone knows that one way we accomplish this mission is through the products that we build and support. At the same time, we also believe that education is a key component of helping companies […]

Six Criteria for Selecting Help Desk Software

November 14, 2011
Customer service leadership Support Zendesk Products

As software increasingly moves from resource-heavy on-premise solutions to the cost-savings and flexibility of the cloud, it can be difficult to evaluate real solutions from pretenders. Finding a platform that’s reliable and addresses your needs is vital. Our guide, Saas Help Desk Software: Your 6 Requirements, identifies six key criteria to consider when evaluating potential […]

Spending Smart on Customer Service

February 22, 2011
Customer service leadership

Companies know where their bread is buttered, and one of the last things they have wanted to cut during these economically lean times is anything customer-facing. Conversely, now that budgets are opening up a bit again, customer service-based technology, training, and hiring are some of the first things smart companies are investing in. “Executives are […]

Looking Inside Zappos’ Corporate Culture Club

February 10, 2011
Customer service leadership Support Zendesk customers Zendesk Products

Launched in 2008, Zappos Insights is where companies go to learn how they can be as cool as Zappos when it comes to corporate culture. Here’s an inside look on how they keep their cool when it comes to support.

10 Questions for HubSpot CEO Brian Halligan

October 19, 2010
Customer service leadership

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 today’s […]

Saying Customer Engagement in Spanish

June 22, 2010
Customer service leadership Types

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 […]

How About Those Service Requests?

September 28, 2007
Customer service leadership

Ticket types in Zendesk are limited to incidents, problems and questions. Incidents and problems are well documented with their origin in ITIL. But questions are a bit off. And what about service requests? According to ITIL a key component of a service desk, is the ability to handle requests for services (service requests) defined in […]

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