Month: August 2012

Customer self-service communities are among the most effective means for cutting down help desk operational costs. But you can’t just flip on the switch. Public knowledge bases, customer groups and discussion forums are useless if no one wants to use them. Analyst firm Software Advice hosted Zendesk Vice President JD Peterson recently to gather his thoughts on … Read more

“A business that fails to satisfy its customers is worth nothing.” I made that statement in “e-Service,” a book I wrote in 2001 about how to build a successful e-commerce business, and it’s as true today as it was then. If you don’t give your customers what they want, when they want it, and how … Read more