Crafting A Customer Experience: Zendesk Rolls Out Advanced Voice

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A good customer support call is like an espresso shot – short, sweet, and carefully crafted. There’s no joy to be had in getting lost in a phone tree, or toiling on hold, no matter what side of the phone you’re on. The critical component in building excellent customer experiences is context, and Zendesk, a cloud based customer service platform, is doubling down on it with… Read More

Zendesk Extends Program to Twilio Conference Attendees

At Twilio, we are no strangers to the simplicity and efficiency of the Zendesk platform.  In fact, we use this help desk software every day to smoothly manage the workflows of customer support.  We have also seen several developers integrate the Twilio API into Zendesk.  Thus, it is with much excitement that we announce their plans to extend the Zendesk Loves Startups program to Twilio Conference attendees… Read More

Customer Support via SMS with Zendesk

A few weeks ago, I was given a challenge: Replace email with SMS for customer support using Zendesk. If you’re not familiar with Zendesk, it’s a flexible helpdesk system that allows customers create new helpdesk tickets by simply sending an email. Helpdesk staff can respond to the customer and apply complex workflows to tickets.  Best of all the whole thing is documented and logged so everyone… Read More