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How one glass of water became an easy sal

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I love running. It gives me the peace of mind and mental clarity to reflect on situations or actions that either led to expected results or surprisingly unexpected ones. During my summer vacation, I went for a 12-kilometer run on a day when temperatures hit 30°C (86°F for U.S. readers). I wanted to test my limits in heat I’m definitely not used to. I was running along the beach and, about halfway through the run, I reached a nearby seaside town. I was completely exhausted and took a break in the shade along the promenade between two restaurants. It was just before midday, and the restaurants were still fairly empty. A group of young waiters stood outside one of them, watching me sweat so much that it was literally dripping off me. I could almost see the judgment in their eyes. They were probably wondering what kind of fool would go running in that heat. At that exact moment, a chef stepped out of the neighboring restaurant. He looked at me briefly, turned around without saying ...
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“What is your problem” App Installation, Pricing, FAQ

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How to Install the App Visit the Zendesk Marketplace and search for "What is your problem". Click Install to add the app to your Zendesk environment. During setup, you’ll be prompted to enter your email address, credit card, and billing information. Your first report is completely free! Once setup is complete, you're ready to generate your first report. Pricing & Billing No subscriptions. No hidden fees. You only pay for what you use. You’ll receive a price quote before generating a report. You must approve the quote before any charges are made. How pricing works: Base fee : $2.99 per report Usage fee : Based on the number of characters (tokens) in the selected Zendesk tickets Characters Analyzed Price per 1,000 Characters Up to 50,000 $0.50 50,001 – 80,000 $0.45 (10% discount) 80,001 – 100,000 $0.40 (20% discount) Over 100,000 $0.375 (25% discount) Example: If you select tickets totaling 40,000 characters , the cost is: 40 × $0.50 = $20.00 Base fee = $2.99 Total = $...
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NoteFlow - Zendesk app

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Does your customer service team have a strong internal service culture where agents support one another by sharing important information through internal notes? When agents keep each other updated on customer agreements or record troubleshooting steps in internal notes, it enhances the customer experience significantly. Customers no longer need to repeat themselves when their information is readily available, and agents can seamlessly build on each other’s work to provide the best possible service. In customer service, internal notes are a critical tool for delivering top-tier support. Imagine an internal message that says, “If the customer calls back and the issue isn’t resolved, I’ve agreed to do the following…” With a simple note like this, your agents can ensure continuity and reliability, showing customers they’re in capable hands with a team that’s informed and proactive. However, managing internal notes can be time-consuming, especially when agents must constantly switch between...
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Service is King

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Global business leaders who have built some of the world’s most recognizable brands have always had a clear and uncompromising vision for their user and service experience. They understood the critical importance of going the extra mile to delight their customers and, in doing so, built empires that remain legendary today. Below are a few lessons from the masters of customer service and why their insights are more relevant than ever in the age of artificial intelligence and data analytics. Steve Jobs: Anticipate customer needs before they do The late Apple founder, Steve Jobs, famously said: “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” One of the best ways for companies to follow this advice is by systematically collecting and analyzing customer interactions. By leveraging AI technology to parse through data from ticketing and CRM systems, businesses gain a competitive advantage: the ability to foresee mark...
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From cost center to profit center

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Traditionally, many companies view customer service as a cost center - a place where resources are used to solve customer issues without directly contributing to the company's revenue. But what if customer service could become one of the company’s primary sales drivers? By combining excellent service with strategic upselling and cross-selling, customer service can be transformed into a profit-generating department that adds value to both customers and the company. Sales in Customer Service - Upselling and cross-selling as strategic focus When customer service becomes a sales-driven unit, it is essential to use every interaction to create value. Customer service agents often have a unique understanding of customer needs, making them ideal for recommending additional products and services. By offering relevant upsells and cross-sells, agents can help customers get the most out of their purchases, while simultaneously boosting company revenue. For example, an agent assisting a custome...
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A goldmine of knowledge

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In today’s competitive business landscape, companies are constantly searching for an edge - a way to understand their customers better, improve their products, and stay ahead of market trends. The irony, however, is that most organizations are sitting on a goldmine of insights without realizing it: their customer service department. Customer service is often seen as a reactive function - a team tasked with putting out fires and addressing complaints. But in reality, it serves as a rich repository of insights into customers, products, and market dynamics. Unfortunately, many companies fail to tap into this resource effectively, either because they lack the systems and processes to collect and analyze this data systematically or because they undervalue the strategic potential of customer service. The untapped potential of customer service Customer service teams interact directly with customers every day. They hear firsthand about their frustrations, desires, and preferences. They gain an...
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Learn to love bad reviews

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In the world of customer service, receiving a bad review can feel like a punch to the gut. For customer service managers and agents who pour their energy into supporting customers, negative feedback can be discouraging. But what if bad reviews weren’t the end of the story? What if they were the beginning of a conversation - an opportunity to create stronger, more loyal customers? With tools like Zendesk’s CSAT score, flipping bad reviews into positive experiences is not only possible but can become a cornerstone of your customer service strategy. Understanding the power of bad reviews Bad reviews are inevitable. Even the best customer service teams occasionally face dissatisfaction, often caused by misunderstandings or unmet expectations. The key is to reframe these moments as opportunities for growth and connection. CSAT Surveys - a gateway to improvement Zendesk makes it easy to measure customer satisfaction (CSAT). After a ticket is marked as solved, CSAT surveys are sent via email ...
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