The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO, and more.

Although 49% of customers didn’t consider any of the listed options as too casual, 35% felt that emoticons were too informal for customer support. Similarly, 26% said

With the help of Dimensional Research, we conducted a study to understand the value of good customer service. The results back up what we’ve been saying for a long time: providing great customer service can pay dividends that are far-reaching and long-lasting

If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations

If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers? Customer appreciation.

Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around

A little bit of empathy can go a long way, especially in CRM processes. In fact, an August 2016 report published by Gartner indicates that, “Through 2020, businesses that deploy CRM technology in such a way that it reflects

Meet Mark, an advocacy relationship manager for Zendesk based in Manila. We talked to Mark to learn more about his path into advocacy relationship management and on providing one-to-one support

Long-term customer relationships don’t happen overnight. They begin the first time a customer engages with your business and continue with each interaction. That includes everything from

Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila, Anna joined Zopim back in late 2013

We’ve all seen an angry customer Tweet. That molotov cocktail of 140 characters, thrown at a brand by a disappointed customer. It lands on the brand’s Twitter feed, as just one

Customers and businesses aren’t always coming from the same place. But that’s not a bad thing. It makes for good conversations, even better stories, and a bit of learning on both sides. In this coloring book, you’ll find a weird world of illustrations, poems, and one-liners exploring the beauty of unexpected relationships. We hope it […]

Meet Aurash, Support Operations Manager on the Zendesk Global Customer Advocacy team. Though his current role is not customer-facing, Aurash is known among his peers for exhibiting great amounts of customer empathy

Creating an effortless customer experience and building loyalty is anything but effortless. It takes work—lots of it. To help set you on the right path

Empathy is a word that’s easily tossed around in customer service. It’s also a standard job requirement for any professional in a support role. But more than an industry buzzword, empathy is tough to muster on demand

Isn’t it enough that customers find a product appealing, the service high-quality, and the price reasonable? The answer is no! A customer that says “yes” to all of the above might be satisfied with your product, but loyalty is a whole different matter

71% of customers say their typical response to a bad experience is to stop doing business with the company altogether. Read this infographic to learn the three things businesses can do to improve customer experiences

Clothing that’s one-size-fits-all never really fits. The same goes for one-size-fits-all customer service solutions. Whether it’s live chat, voice support, or self-service, consumers have strong

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service

While customer loyalty may seem like a sure-win game, there are some potential drawbacks (unbelievable, we know) of having loyal customers.As the saying goes, there’s no hate without love. Loyal customers may love your business, but sometimes all it takes is one disappointing interaction to turn your biggest fans into your most vocal haters. Although loyal customers tend to give second chances to companies when they make mistakes, that’s only one opportunity to make things right.

The video game industry has seen a seismic business shift over a relatively short period of time: Just a few years ago

Businesses talk a lot about customer loyalty. And for many businesses, building customer loyalty means creating loyalty programs that reward repeat behavior. But are your customers loyal because they want that free

11 crowdsourced tips for giving digital hugs and electronic kisses to your customers using Zendesk macros and business rules

An unhappy customer can quickly pull multiple people from your company into a vortex of anger and accusation. Heated interactions with customers are always hard, so it’s essential