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88 Arguments for Zendesk(ENP Newswire Via Acquire Media NewsEdge) ENP Newswire - 06 July 2012 Release date- 05072012 - //SEIBERT/MEDIA is a German internet agency and expert in corporate communications. A partner of Zendesk, they recently wrote a blog post detailing 88 Tweetable arguments in favor of Zendesk. For the original post, visit http://seibert.biz/88xzendesk. Otherwise, you can read the English version below: Zendesk is your web-based help desk tool for the complete tracking of all support activities and the directing of numerous business processes. //SEIBERT/MEDIA uses Zendesk for (among many things) sales and marketing, internal IT support, and in the areas of services and recruiting. In our experience this system has the power to unleash a leap forward in your company's efficiency as well as to satisfy your customers - and the employees who communicate with them. 88 Reasons for Using Zendesk Allow us to summarize the reasons in favor of using Zendesk in your company. Here are 88 arguments no longer than a Tweet: With Zendesk significant parts of your external and internal support can be automatized. Zendesk centralizes all of your customer communications. Customers hate waiting for support. Zendesk can significantly reduce processing times for requests. Customers hate unreliable support. Zendesk can help you ensure that all requests are actually processed. Customers want to know whether requests have gone through. Zendesk sends them direct confirmation and tips upon request. With Zendesk both customers and support employees can always see the current processing status of a request. Consistent support means happy customers. Zendesk offers an excellent basis for this. Zendesk takes pressure off your support team and makes your employees happier. The support workflow in Zendesk can be heavily customized to your own business processes. Zendesk can be completely customized according to your existing Service Level Agreements. With views, Zendesk offers easily configurable filters for the viewing of tickets according to various criteria. Thanks to customizable ticket views, processes with high priority flags can be quickly identified. It's easy to find things in Zendesk: a full-text search option will comb through all content in your system. Zendesk tickets allow attachments: this actually allows you to have all relevant information for a support request in one location. Zendesk offers functions for user segmentation, so you could, for instance, treat premium users differently. Zendesk tickets can be easily divided - even across various Zendesk accounts. Agent collision detection: Zendesk warns you automatically when there's already another support team member working on a ticket. Thanks to custom fields, Zendesk tickets contain all of the information that is important for your own support process. Macros are shortcuts in Zendesk: recurring tickets processes can be taken care of by the system. In Zendesk the use of certain views and macros can be limited to individual employees or groups. Automations in Zendesk allow automatic, time-based reactions in support. Do you need further information to process a customer's ticket? Zendesk will remind you automatically after a certain amount of time. Has a customer request waited longer than a predetermined length of time for processing? Zendesk will remind the support team. Triggers in Zendesk allow automatic event-based reactions in support. If a request includes certain keywords, a trigger in Zendesk can automatically start a preset reaction. Using triggers, incoming Zendesk tickets can be allocated directly to preset groups or employees. Zendesk can be combined seamlessly with numerous internal systems and external services. Zendesk means that you can receive requests through various modalities and manage them centrally and automatically. Zendesk automatically links all of your customer communications to the corresponding ticket. Zendesk offers a knowledge base function in order to disseminate information about typical problems both internally and externally. With Zendesk you can build a fully-searchable knowledge base to help customers help themselves. Zendesk allows the building of a real community with public and private forums. Thanks to the integration of Google Analytics, it's possible to have complete analyses of the activities in Zendesk forums. Zendesk in support allows the importing of customers' own ideas and the evaluation of their suggestions. Articles based on Zendesk tickets can be quickly published into the support knowledge base and vice versa. Zendesk promotes the expansion of community through optional sharing functions for the sharing of articles and ideas by customers. Zendesk simplifies the building of a seamless FAQ collection for customers. Topic Suggestions in Zendesk make customers aware of available support content and lower the overall request volume. Multi-channel support: Zendesk integrates customers using e-mail, chat, social media, phone, and mobile devices. With Zendesk your customers can get support using their preferred channel of communication. Zendesk harmonizes perfectly with Facebook and allows support using the pinboard. Twitter integration: Using @-mentions of your company, Zendesk will generate automatic 'Twickets.' With Zendesk support employees can react to tweets and pinboard entries without leaving their help desk. Customer support via social media is the future: Zendesk is already there. Zendesk offers mobile apps for Apple products, Android, Blackberry, and Windows Phone. Zendesk can automatically generate a support ticket based on a customer's text message. Zendesk can be connected directly to blogs and websites using Dropbox. With Zendesk companies can offer support over a completely customizable web-portal. Zendesk offers a native chat function. All chat conversations with customers end up in a support ticket. You'd have to think for a while to come up with possibilities for end-user communication that aren't already integrated into Zendesk. Zendesk can be used for more than just customer support. One popular use case is sales and marketing. Numerous business processes can be optimized using Zendesk: recruiting, services, etc. Anywhere where e-mails can be automatized is an opportunity for Zendesk to inject more efficiency into your company. Zendesk offers functions that will help you run simple and automatized customer feedback surveys. Zendesk is a quick setup: support channels like voice can be configured in less than five minutes. The pre-installed best-practices configuration allows an accelerated start in Zendesk. Customers get quick help when they need it: Zendesk University and the Zendesk partners offer professional training. Zendesk is SaaS and won't lead to increased costs for hardware, maintenance, or IT. Zendesk isn't static and is constantly being improved. There are always new integrations, etc. Zendesk is always up-to-date without any worries about having your IT upload new updates. Ticket Views in Zendesk can be exported at any time in CSV format. For backups, all Zendesk data can be exported in XML format. Zendesk is straightforward, clean, cogent, and an easy adjustment for your support team. Poor usability costs you productivity, efficiency, motivation, & money. Luckily, Zendesk has excellent usability. Corporate design customization: In Zendesk you can change the logo, text, font, and colors with just a few clicks. The subdomain where you can find Zendesk is freely selectable, for instance, help.companyname.com. Zendesk can be integrated into your own network using single sign-on (LDAP and Active Directory). Zendesk works seamlessly with over 90 external systems: Mailchimp, Netsuite, Joomla, WordPress, etc. Existing CRM tools like Salesforce or Highrise can be directly connected to Zendesk. The integration of Zendesk with JIRA closes a gap between customer support and software development. For Google Chrome users, there are awesome features like Zendesk's activity stream in the browser. Zendesk's e-mail API allows support employees to update tickets directly from their inbox. Zendesk offers many widgets with which information from external tools can be directly integrated into the help desk. Zendesk uses a JavaScript/widget API to allow the creation of your own widgets. Thanks to Zendesk's open API, you can create your own integration possibilities using third-party tools. Zendesk offers helpful analytics. One glance is enough to get key information about your support's performance. What's the average processing time for support requests? Zendesk reports will show you this immediately. Zendesk licenses are transparent and depend on the number of actual support employees. For small teams and companies, Zendesk is free for up to a $20 donation (the money goes to a children's hospital). As 'cloud software,' Zendesk is scalable: even thousands of agents and tens of thousands of tickets per day would be no problem. Zendesk is secure: all your support communication is encrypted using SSL. Zendesk satisfies the highest level of security demand in regards to physical, infrastructure, and application security. The argument of authority: More than 20,000 companies from around the globe are already using Zendesk. Zendesk supports more than 40 languages around the world for individual support. Zendesk is in the truest sense of the word 'excellent' and bears the Best-in-Cloud-2011-Award from COMPUTERWOCHE. Zendesk doesn't stand for 'can do a lot but none of it well': Zendesk stands for Help Desk, but the right kind of one. Zendesk means transparency, efficiency, consistency, and automaticity in support. It would be difficult to find a simpler and easier-to-use support system than Zendesk - for both companies and their customers. So, have you become curious about Zendesk? Try it out for free and give your support wings. Zendesk's partners can advise you on where to use it, how to configure it, and how to use it most effectively or efficiently! [Editorial queries for this story should be sent to [email protected]] ((Comments on this story may be sent to [email protected])) (c) 2012 Electronic News Publishing - |