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
Everything you need to know about customer service cover letters
It is becoming increasingly common for customer service hiring managers to focus less on cover letters and more on resumes. However, while resumes are extremely important, they dont provide much in the way of context
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
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?
Community tip: round robin ticket assignment
Looking for an equitable and automatic way to assign tickets to your agents? We’ll show you how to use Zendesk and free tools from Google to set up round-robin-style assignment for your tickets
Tip of the week: what to do when an agent leaves the team
In a ever-changing environment support agents may come and go. When one leaves, how do you best maintain your support lines of communication
Community tip: connecting Zendesk and Google spreadsheets
At Control Group, we’re constantly reevaluating our own internal workflow to be more productive using the tools we already have
Interview prep: 10 questions for hiring great customer support reps
Whether you’re interviewing candidates or you’re a customer service job seeker hoping to nail your interview, these questions will get you prepared
Tip of the week: solving the unsolved ticket mystery
The Backlog Evolution report is a great way of seeing how your Zendesk is handling your incoming ticket volume, which will allow you to allocate your resources more efficiently
Do you really need a technical writer?
You may already know you need a great knowledge base, but who’s going to take responsibility for keeping all that content up to date and and relevant for your users? If you’re wondering if you can spread the load across the team you already have, you’re not alone.
Community tip: How to use views to solve tickets for good
Are your customer inquiries getting solved for good? Not sure? We’ve devised a way that helps us make sure. Using the Zendesk views feature, we generate weekly reports that help us track recurring customer issues. By customizing our views and pulling reports, we’re able to organize all the information presented to the support team in […]
Tip of the week: medians (for Advanced Analytics)
As some of you may have seen, our partner GoodData just had a major release, which included the addition of a new aggregation function… Medians!
Manage your virtual support team like a BOSS
You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?
Tip of the week: using Google Analytics with Help Center
With the launch of Help Center, our new customer facing portal, there’s a change in how Google Analytics needs to be configured to track your customer data in Zendesk
Don’t be afraid: empower your support team
If you manage a support team, you are going to want to empower your employees. That means giving your team free reign to make decisions about how to respond to customers and even make concessions
The vitals of virtual support teams
The benefits and key considerations of hiring and managing virtual teams in today’s technology-supported working environment.
Community tip: keeping procedures up to date
A common feature Im sure every Zendesk user takes advantage of is their wonderful Macros
Tip of the week: Building your change management process
For the simplest change management process, all you need is a few custom configurations.
Tip of the week: how to use the new Zendesk security features
The security requirements for Zendesk customers can vary greatly from company to company. To meet the varied needs of our customers, we strive to make sure our security is both powerful and flexible. Its also evolving
Tip of the week: follow-the-sun
By going through some of the main features of Zendesk and discussing them in the context of follow-the-sun principles, youll be able to approach your Zendesk with more ideas.
Five customer service tips for small businesses
When youre just getting your company started and your customer base is small, you cant afford to lose business due to a customer service snafu. Here are five tips for developing a customer-centric mindset
Tip of the week: organizing the content in your knowledge base
We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.