Continuing our series on best practices for Help Center managers, this week we’re looking at using Google Analytics to measure search

Today we’re kicking off a brand new series that will outline best practices for Help Center managers

There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom touches

For those of you who are gamers and want to add a secret Easter egg for your customers to find

We recently launched a new version of the customer portal in Zendesk named Help Center. One of the primary points of focus when building Help Center was ensuring that it was as flexible and customizable as possible

Zendesk has always believed in the power of customer self-service. Today, we’re happy to introduce our new Help Center—an all-in-one knowledge base, community, and customer portal built right into your Zendesk.

Before you throw open the doors to your user community, there are a few things to do and think about.

Customers today expect to be able to come to your website and discover the information they’re seeking on their own and even to engage with their peers in your support community

Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers of travel time, and retailers of storefront expenses. But people seldom consider the costs that online shopping adds to their transaction

Providing self-service resources is one of the best ways to increase customer support efficiency. We refer to it as “ticket deflection,” because it reduces the number of tickets users submit. (Clever, isn’t it?) In this week’s tip, Anton explains how to implement a simple ticket-deflection feature within Zendesk that helps users submit forum posts from […]

Our customers can now harness the power of brick-and-mortar call centers without having to hire loads of additional agents, invest in additional hardware, or keep agents tethered to their desks. Thanks to our powerful new Ifbyphone integration organizations of any size can build a virtual call center for their sales or support teams. Incoming calls […]

These days customer feedback and distress signals come in a head-spinning variety of formats and flavors. Joining the ever popular toll-free phone line are flurries of emails and SMS texts, blog comments, tweets, Facebook posts, Yelp reviews, and snarky Youtube video parodies and all those who love to comment on them. But just because the […]

Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder Alexander, it really nails what Zendesk is all about: After so many years of bad customer support experiences, we wanted to give the world an opportunity to get great service experiences. From the receiving side, from the providing side, […]