Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs

Learn why Hootsuite first chose Zendesk Support as their customer service software solution and scaled its use across the company

Here’s a list of what providing bad customer service can do for your company

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response. Here are three ways your business can benefit from connecting with customers over consumer messaging apps

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

I doubt that Mark Zuckerberg thought much about disrupting customer service as he developed Facebook in his dorm room. But he did. Facebook, and later Twitter, revolutionized how customers and businesses interact every day. Customers are taking to these instant and

In advance of our upcoming tweet chat, #ZendeskChat, with Get Chute (see details below), we wanted to share with you the conversation we had last month with Le Tote’s own Aubrie Rice around

Sarah-Jayne Grabiec, Global Customer Experience Manager at AllSaints, has been with the brand nearly four years. Sarah’s journey with the brand began as general manager of

Deciding whether to offer customer service on social media, and how best to go about it, is not a discussion limited to support organizations. Great social care is the product of

When we’re not face-to-face with friends and family (and sometimes, even when we are), we use chat and messaging to have “live” conversations. Imagine if Facebook Messenger could give you the same instant access to your favorite business or retailer that you already

Considering interacting with your customers through social networks? Today is your day! We’re hosting a discussion in our forums today focused on how to provide great support through social media

In our new guide to “Providing Great Customer Service Through Social Media,” we explore some best practices for providing “social care” through channels such as Facebook and Twitter

Marketing can be a very complex subject, but anyone can develop a few of the core skills and see the results of their efforts. You may feel it’s something best left to the experts, but there are some essential marketing skills that can make a huge difference to your success in business

With our current Facebook integration, you are able to capture both wall posts and private messages into tickets

For many, companies using Twitter to interact with customers might seem like a given; there are more than 500 million users engaging in a public forum. It would seem that most companies should be active, or at the very least, actively monitoring Twitter for Tweets to and about their brand

Your reputation for providing quality customer service matters. In fact, as our latest infographic illustrates, the importance of providing great customer service is two fold

It started out as a way to stalk everyone in high school you ever crushed or hated on…and then it went and changed the whole damn world. Social media is more than just hundreds of millions of people swapping information about your business (and what it does right…and what it does wrong). It is the […]

Originally published on The 1to1 Blog The real-time Web is an increasingly powerful tool for customers to get the word out when out when they feel a company has wronged them. In fact, a recent study by loyalty marketing company Colloquy revealed that 26 percent of those surveyed said they were far more likely to […]

The real-time web has given customers amazing power to vent their issues in a very public and gigantic space. It’s why companies such as Comcast launched @ComcastCares, a Twitter channel completely devoted to customer support and well, customer complaints. Because let’s face it, if there is ever an industry that can provoke mass ire it’s […]

A new study by loyalty-marketing company COLLOQUY proves the truism that consumers are more likely to complain far and wide about a bad experience than they are to share the news about a good one. In fact, 26% of the people surveyed said that they were far more likely to spread the negative word. Of […]

Savvy retailers this holiday season are taking advantage of the millions of consumers now using social media on a daily basis. The most innovative brands are seeing their brick-and-mortar and online sales increase and brand affinity rise as they use Facebook, Twitter, Groupon, Foursquare, and more to reach their best customers, who in turn spread […]

On November 18th, we released our new Zendesk for Twitter integration, which allows Zendesk help desks to create a Twitter search in Zendesk. By searching Twitter for mentions of your brand or product, you can be on the lookout for questions, comments, or complaints and use Zendesk to engage and reply to those tweets. The process […]

Service organizations are looking to deliver customer service and support through multiple channels, such as contact centers and the web (e.g. e-service, instant messenger, live chat, social media), either through remote support or in the field. The ability to provide a consistent and effective experience across these channels is key to ensuring a greater level […]