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SMS: The New, Old Channel for Customer Service Article

SMS: The New, Old Channel for Customer Service

Be an early adopter and sign up for Zendesk's new native SMS channel Early Access Program

Answer your customer’s call with Basic Voice: Cloud-powered phone support available to everyone Article

Answer your customer’s call with Basic Voice: Cloud-powered phone support available to everyone

If you were to step into a store on main street, you’d chat with the someone…

Tip of the week: Porting numbers into Zendesk Voice Article

Tip of the week: Porting numbers into Zendesk Voice

For the best audio quality and overall Voice experience, we highly recommend that you port any…

Phone support do’s and don’ts Article

Phone support do’s and don’ts

In the world of customer service, voice support still holds steady as a channel that customers…

Dance like nobody is waiting: announcing the Best Hold Music winner Article

Dance like nobody is waiting: announcing the Best Hold Music winner

For two weeks we held a global contest to find the world's best hold music. It…

‘Tis the season for warm transfers Article

‘Tis the season for warm transfers

Much ado is made about Black Friday, but it’s hard to understand what a frenzy it…

Zendesk on Zendesk: Adding Advanced Voice Features Article

Zendesk on Zendesk: Adding Advanced Voice Features

Last March we kicked off our first installment of this “Zendesk on Zendesk” series in the…

Talk it out: introducing Advanced Voice, our new phone support product Article

Talk it out: introducing Advanced Voice, our new phone support product

In a world where customer relationships can make or break your business, it’s important that your…

The best hold music since ‘Careless Whisper’ Article

The best hold music since ‘Careless Whisper’

With a few notable exceptions (shout out to Philippine Airlines!), most hold music is pretty shitty.…

In-context mobile support: A better experience for everyone Article

In-context mobile support: A better experience for everyone

There’s a popular rant by comedian Louis C.K. about our cultural impatience with slow Internet connections…

How Geckoboard puts customer service data to work Article

How Geckoboard puts customer service data to work

Geckoboard is solving a problem that way too many businesses have: what to do with all…

New ICMI report: uncovering the hidden profits in your contact center Article

New ICMI report: uncovering the hidden profits in your contact center

A new report from ICMI—sponsored by Zendesk—uncovered several opportunities for contact centers to provide more value…

Creative ways to keep customers entertained while they wait Article

Creative ways to keep customers entertained while they wait

Waiting for support or assistance is something that customers hate, but companies can make the wait…

Sneak preview of new research: the contact center as profit center Article

Sneak preview of new research: the contact center as profit center

If you work in customer service, you “get it”—of course what you do benefits your business…

Zendesk on Zendesk: Rolling out Voice Article

Zendesk on Zendesk: Rolling out Voice

Join us in the Zendesk forums today for the first installment of our "Zendesk on Zendesk"…

Getaround: Driving toward fast & furious growth Article

Getaround: Driving toward fast & furious growth

Getaround is an on-demand carsharing community, creatively tackling the very real problem of car overpopulation. Since…

Tip of the week: tips on Zendesk Voice from Zendesk Support Article

Tip of the week: tips on Zendesk Voice from Zendesk Support

At Zendesk Support, we use Zendesk Voice to take inbound support calls and make outbound calls…

5 easy steps to trialing voice support Article

5 easy steps to trialing voice support

Research shows that customers continue to choose voice as their preferred channel of support. They want…

Globe-trotting: Zendesk Voice raises the bar for phone support Article

Globe-trotting: Zendesk Voice raises the bar for phone support

Customer service technology has undergone some pretty major changes in the past decade. Text-based communications have…

Phone support 101: 5 training tips for new agents Article

Phone support 101: 5 training tips for new agents

Answering support calls for the first time can be nerve-wracking. Agents never know what a customer…