Community tip: using invisible ink in support emails
The latest community tip shows you how to create hidden text using a mix of custom delimiters and some liquid markup
Tip of the week: customize your knowledge base
The latest tip of the week is actually a compilation of several useful tips and tricks you can use to make your Help Center content more engaging and beautiful
Can enterprise companies really provide great customer service?
Personable, friendly, responsive. Probably not the adjectives you’d use to describe the customer service you get from big, enterprise companies. But why not? Is it because they don’t
CSM Spotlight: best practices for ticket deflection
We’re hosting a discussion in our forums today focused on Best Practices for Ticket Deflection and empowering your customers to use self-service
Tip of the week: improve your Help Center with dynamic content
In the latest tip of the week, I’m going to show you how to create a Dynamic Content item to dynamically change your Help Center’s design based on the customer’s language
Community tip: find your repeat customers
I am sure we all have experienced the anxious customer. The one that emails you a question and wants an answer five minutes later
Tip of the week: make your email look more like email
The default formatting for Zendesk emails is nice if you’re set up to be a ticketing system. But what if your replies need to look like a normal email response?
How to build a winning IT strategy
Focus not only on numbers and ROI and costs, but on a user-centric approach
Tip of the week: HTML in custom ticket field descriptions
For a number of reasons, you may want to format your custom ticket field descriptions using HTML. Perhaps you’d like to update the styling, font sizes or colors, or
Tip of the week: agent collision detection
Agent collision detection is a feature that alerts your agents when another agent is viewing and possibly updating the same ticket
Tip of the week: providing targeted support with Zopim
Zopim Chat, like Zendesk, is a powerful and flexible tool with a wide array of customization options to meet your business needs. For most companies, support resources are finite and smart investment of those resources into the right customers will yield the greatest returns
CSM Spotlight: how Zendesk uses Zendesk for support
Here at Zendesk, we naturally have more experience using the Zendesk application to run our customer service than virtually anyone. As we’ve grown, we’ve adapted our own Zendesk to support
Community tip: keeping an eye on your data
In the latest tip of the week. we’ll learn how to build custom Zendesk reports and keep track of important customer service metrics
Tip of the week: avoid complexity, optimize performance
Views enable you to organize your tickets into lists using the ticket and user data in your Zendesk. But if you’ve ever built a complex view with lots of conditions or a view that returns lots of tickets, you may have been less than happy with the time it takes to load
Community tip: what metrics should you be tracking?
By keeping a close eye on your team’s current performance, you can start making adjustments to better serve your customers and provide quality service
Tip of the week: providing multiple feeback options
Imagine a situation when you need to provide your customers with more than one option for providing feedback. It could be that you have customers who speak a multiple languages and you want to offer a feedback tab for each one. Or you may want to provide feedback tabs that are specific to a single […]
Community tip: The fab five for customer satisfaction
Five fabulous customer tips on customer satisfaction.
Pick up the phone!
Email isnt going anywhere. Your customers use it, and will continue to use it for the foreseeable future. So Im in no way advocating that you get rid of it
CSM Spotlight: what to consider when going live with Zendesk
New to Zendesk? Today is your day! Join us for a community discussion of tips and best practices for successfully launching your Zendesk, including suggestions on planning your launch,
Community tip: 11 ways to give customers the love…with Zendesk macros
11 crowdsourced tips for giving digital hugs and electronic kisses to your customers using Zendesk macros and business rules
Tip of the week: measuring search effectiveness in Help Center
Continuing our series on best practices for Help Center managers, this week were looking at using Google Analytics to measure search
Tip of the week: getting all the details with Liquid Markup
Last week, Andrey shared a great tip on how to use Liquid markup to randomize your automated responses
How to write a customer service job description
Sometimes sitting down to write a job description can feel like a monumental task
Tip of the week: using Liquid to randomize your canned responses
Customers are often annoyed when they know theyve receive a canned email from an agent, particularly as a follow-up notification or when their ticket status is marked as resolved. So how can you get around this?