5 Tips for excellent internal help desk management
These internal help desk management tips can help set up harmonious employee and user expectations around help desk response times.
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 […]
How About Those Service Requests?
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 […]