We’re all out of small cups

While visiting a favorite chain restaurant the other day, I had an experience with the clerk at the register that could have gone a little better. They were out of small cups for their soda machine and asked me to┬ápay more for a larger cup, which I didn’t want....
Customer Pet Peeve #421:The “Premature Solve”

Customer Pet Peeve #421:The “Premature Solve”

Few things are more frustrating to a customer as an email help request that’s marked “Solved” when it isn’t. Too many help desks and contact centres do not understand the great emotional pain the Solved status can cause their customers. If...
Increase email response rates using single-click email

Increase email response rates using single-click email

In this article, my goal is to explain the implementation of a single-click feedback score directly within your customer’s email client. Ok, it doesn’t exactly work that way technically, but that’s how it will seem to your customer, and the increase...
A better email template for Zendesk

A better email template for Zendesk

If you’re a new customer of Zendesk, you’ve probably noticed the bland default HTML template. The simple default is the best choice for those just starting out because it’s uncomplicated to read if you’ve got a basic understanding of HTML and...