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

Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

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

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

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

Good leadership paired with good company culture leads to happy employees

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

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

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

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

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

See which customer service trends have gained momentum

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 […]

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 […]

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 […]

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.

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 […]

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 […]

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 […]