Mark R. Smith

Content Marketing Manager for Zendesk

Location icon United States

Former newspaper reporter, managing editor for a guitar magazine, software project manager, and contributor to Autodesk Redshift. Based in Bellingham, Washington.

Portfolio
Zendesk
08/02/2017
How to get customer feedback: 3 methods - Zendesk

As the founder and chairman of the largest laptop manufacturer in the world, Barry Lam has made billions of dollars by having a keen understanding what his customers want. But that hardly makes him unique: few businesses, if any, can operate without listening to their customers.

Redshift
02/20/2018
5 Ways Investing in Infrastructure Can Improve a Congested World

It's been 30 years-and six presidents-since the US Congress first commissioned a report card on the condition of the country's infrastructure. That 1988 report, in which the United States scored a ho-hum C, could have been a turning point for the massive infrastructure spending the nation so clearly needed.

Zendesk Neighbor Foundation
03/05/2018
A Salute To Our Neighbor

It's a chilly San Francisco morning in February, and outside Zendesk's office at 989 Market Street-in the heart of the city's rough-and-tumble Tenderloin district-stands the Mayor. Not interim mayor Mark Ferrell, but the real mayor of this part of town: David Lofton. For the past six years, Lofton

Zendesk
Keep video gamers happy with these 4 customer service tools - Zendesk

In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white graphics and limited gameplay, the table tennis game kick-started the video game industry, launching one of its first giants, Atari. Now, as the industry approaches the half-century mark, it's projected to surpass a global value of $90 billion USD.

Zendesk Neighbor Foundation
03/21/2018
Blog

We often get asked about our motivations for the Zendesk Neighbor Foundation. Many things have guided us over the years and shaped our Corporate Social Responsibility (CSR) program into what it is today, but none perhaps as much as the fact that our office is located in the Tenderloin.

Redshift EN
03/16/2018
6 Examples of How Manufacturing and Construction Are Converging

The lines between manufacturing and construction continue to blur, disrupting everything from the materials used to the labor market, which hasn't fully recovered from the 2008 economic downturn. As the construction industry nears the third decade of the 21st century, it has begun to transition toward prefabrication and other manufacturing techniques-not only to circumvent labor shortages but also to build faster, more cost effectively, and with fewer materials.

Zendesk
Monese Customer Service Story | Zendesk

Monese calls/month 25,500 total volume/month 31,600 decrease in FRT 59% Increase in CSAT 10% Imagine for a moment that you've just immigrated to a new country-or perhaps you're an expat returning home after a long absence-and you need to set up a bank account.

Zendesk
06/02/2017
3 Results of bad customer service - Zendesk

P.T. Barnum supposedly once said, "There's no such thing as bad publicity." While that apocryphal statement might hold water when talking about stars of reality television shows, it's not true for businesses.

Zendesk
06/07/2017
Build a great customer experience strategy - Zendesk

Whether you're a new business preparing to enter the market or an established company looking to improve (or reset) the customer experience, taking a thoughtful approach to forming and delivering your customer experience strategy can help separate you from the pack.

Zendesk
08/28/2017
Save the day with a churn survey - Zendesk

"It's not you, it's me." Anyone who has been dumped in a personal relationship has probably heard some variant of that statement and found it less than helpful (to put it charitably). But when a customer breaks up with your business, there is a silver lining: the churn survey.

Zendesk
Cleverbridge Customer Service Story | Zendesk

Cleverbridge Tickets per Week 10,000 First-touch resolution 84% Avg. Full Resolution Time 6 hours Ticket Deflection rate with Guide 24% It was the Sunday night before Thanksgiving in 2014, a time when most were focused on travel and turkey, not the short work week that lay ahead.

Zendesk
06/02/2017
Support falls flat without customer engagement - Zendesk

Developing a customer engagement model goes far beyond pricing and offering a quality product or service-it's about creating an emotional connection with customers. When implemented successfully, customer engagement models can transform customers into true believers who will not only stick with a company through thick and thin but also serve as invaluable evangelists who can help drive new business.

Zendesk
ACLU Customer Service Story | Zendesk

ACLU Agents 63 Customer Since Nov. 2012 CSAT 90.5% Increase in CSAT w/ Zendesk 10.5% Founded in 1920, the nonprofit American Civil Liberties Union has long fought to preserve the constitutional rights of people in the United States of America, ranging from challenging anti-evolution laws in the Scopes trial to spearheading efforts to overturn state laws that banned interracial marriage.

Zendesk
06/19/2017
A customer experience definition - Zendesk

While some companies struggle with agreeing on a customer experience definition, it's actually pretty simple. Actually delivering a great one? That's the difficult part. Customer experience (cx) focuses on the relationship between a business and its customers-every interaction, no matter how brief and even if it doesn't result in a purchase.

Zendesk
02/13/2019
Your customers are important--and so is their data - Zendesk

In the past few years, companies have become significantly more interdependent-users share passwords, and systems use backend technologies operated by third parties. So when hackers breach a company's security, they often gain access to a wider set of services and information than initially expected.

Zendesk
01/30/2019
Employees are customers, too: why building a better internal help desk matters - Zendesk

Most companies now understand that customers demand service that is personalized, convenient, and efficient-and that ignoring those expectations imperils the bottom line. However, while focusing on the needs of external customers makes sound business sense, creating a rich employee experience can be just as important to a company's long-term success.

Zendesk
Riot Games Customer Service Story | Zendesk

Agents 500+ Annual Tickets 3+ Million Active Monthly Players 100+ Million Macros 2K Products Used The world is Runeterra. With skill, teamwork, and a little luck, you'll guide your summoned champion-a mage or tank, for example-toward the ultimate victory: the successful destruction the other team's heavily guarded Nexus.

Zendesk
Minor Hotels Customer Service Story | Zendesk

Support/Chat Agents 60/31 Improvement in Full Resolution Time 55% Decrease in First Response Time 40% CSAT 97% Products Used From the sparkling turquoise waters of the Maldives to the lush plains of the Serengeti, Minor Hotels offers accommodations for travelers who want a bit of luxury as they adventure in some of the world's most exotic locales.

Zendesk
Nexon Customer Service Story | Zendesk

Agents 110 Support/ 60 Chat Improvement in CSAT 114% Email Tickets/Year 200,000 Chat Sessions/Year 60,000 Products Used Picture this: it's a dystopian sci-fi future, and you're sneaking through an abandoned ski resort that someone has turned into a creepy research and development facility.

Redshift
11/21/2017
Virtual Reality Trends: 9 Stories That Preview the Future

Although it can be said that virtual-, augmented-, and mixed-reality technologies are in their infancy, they're already pointing the way toward how the future will play out. Virtual-reality trends-from revolutionizing designer-client communication to improving construction-site performance-combine complex data and increasingly accurate (and vivid) visualizations in ways that will ultimately transform industries.

Redshift
12/22/2017
Revisit Redshift's Top 10 Most Popular Articles of 2017

As author Joseph Wood Krutch once said, "Technology made large populations possible; large populations now make technology indispensable." That's a point not lost on Redshift readers, who gravitated this past year toward articles that illustrate just how key of a role technology will play in how humans design and make things-a world in which generative design, augmented reality, and BIM work hand-in-hand with technologically adept workers to create green, connected buildings that leave the...

Redshift
12/20/2017
2017 Showed That Future Robots Are Here Today-and They Can Dance

Although visionaries such as Elon Musk and Stephen Hawking warn about the possible dangers to humanity if technological singularity actually happens, other brilliant minds are focusing on how robotics can solve age-old human problems-now and in the future.

Zendesk
State of Tennessee Customer Service Story | Zendesk

Increase in CSAT with Talk 20% First-Touch Resolution 90% Average Email Tickets/Week 10,000 Average Calls/Week 20,000 Products Used It happens sometimes that a call center will see an inexplicable, alarming change in metrics. For the Tennessee Department of Labor and Workforce Development, that came in the form of a sudden, drastic reduction in its customer satisfaction rating.

Zendesk
OLX Customer Service Story | Zendesk

Agents 695 Languages Supported 22 Average Tickets/Month 200,000 Ticket Volume Reduction with Zendesk Guide 40% Products Used Whether you live in Berlin or Buenos Aires, Cape Town or Caracas, chances are you're facing one of modern life's recurring problems: admitting that the expensive stationary bike you bought to get into shape has become a clunky, makeshift clothes hanger.

Zendesk
08/28/2017
Save the day with a churn survey - Zendesk

"It's not you, it's me." Anyone who has been dumped in a personal relationship has probably heard some variant of that statement and found it less than helpful (to put it charitably). But when a customer breaks up with your business, there is a silver lining: the churn survey.

Zendesk
08/03/2017
Sharing customer feedback - Zendesk

There's no question that collecting customer feedback from support tickets, churn and NPS surveys, and other sources can help your company identify problem areas in customer service or your products. Simply collecting responses isn't enough: sharing customer feedback properly is required for your company to make truly informed decisions.

Zendesk
Lincoln Investment Customer Service Story | Zendesk

Agents 150 Tickets/Month 6,000+ First Reply Time 1.4 Hours Full Resolution Time 1.2 Hours Products Used Lincoln Investment is one of the fastest-growing independent full-service broker/dealers in the industry. As such, its financial advisors spend a lot of time crunching numbers. But its real business is building relationships with and between clients, advisors, and team members.

Zendesk
08/14/2017
Customize your CSAT surveys - Zendesk

Customer satisfaction (CSAT) has long been a measurement used to help companies understand how well their agents and the customer service organization as a whole have been performing. Most likely you're quite familiar with this metric, and you probably also know that CSAT surveys keep it simple by asking customers a single question: how would you rate the customer service you received?

Redshift
01/05/2018
6 Prosthetic-Technology Breakthroughs = Better Living Through Design

It's a heady time to be involved in prosthetic technology and development-one marked by quantum leaps in research and understanding how human bodies, and brains, work. 3D printing has reduced prosthetics prototyping, customization, and production costs while advances in neuroscience have revealed tantalizing clues about how the brain processes sensations of touch, pressure, temperature, and pain.

Redshift EN
07/05/2018
5 Ways CNC Machine Tools and Their Operators Move the Modern World

Precision is the name of the game for CNC machine tools, so it should be no surprise that the leading talents in the industry approach the future of making things with a laserlike focus. Take, for example, Swissomation's Christian Welch, who makes tiny parts for which one of the biggest challenges is simply to separate them from the similarly sized chaff.

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