App of the Week: ZendeskDecember 16, 2011
by Raymond Ray and the Smallbiztechnology.com Team
We all want satisfied customers, but businesses may be at serious risk if they do not invest in the right type of customer service solutions. After all, unhappy customers today can reach thousands of potential customers more easily than ever before by simply logging onto the Internet and drafting their own reviews. Given this trend, plus the fact that more services are being served up in the cloud where customer service may not be as readily available, a proliferation of help desk software has emerged to help small to mid-sized businesses implement a customer service strategy. In this guest App of the Week, Michele Nachum of GetApp.com, shows how Zendesk can improve your businesses’ customer service and support.
Zendesk, aptly named for the peace of mind that it brings to both business and customers, has been around since 2007 and offers small businesses a user-friendly and affordable help-desk product that is scalable to most business sizes. You can find detailed information and reviews about Zendesk on GetApp.com – an independent marketplace where small businesses can discover online software.
If you think you cannot afford a “help desk” because traditionally these are manned by hundreds of agents, 24/7 – think again. While that may true for some larger companies, smaller businesses may actually have one or two people manning the “help desk” which may only be live for a select period of time. That is why Zendesk provides tools to help you prioritize customer support ticket requests as well as features to develop an FAQ (frequently asked questions) tab, or sections for white papers, blogs and other helpful documents to assist your customers when they cannot reach a live agent right away.
Help Desk tickets are at the heart of the solution and that is where you have the chance to ensure your customers will be assisted in a timely manner once they ask for your help. When you receive a help request or ticket, Zendesk allows you to prioritize and track your requests to ensure customers are taken care of in a timely manner.
Macros allow you to set up predefined answers to customers’ help request, such as “Thank you for contacting us, a support agent will contact you in the next two to four hours.”
Triggers are like rules you can implement to help you manage your customer help desk ticket. For example, when an issue occurs, you can create triggers to ensure that some tickets are prioritized as well stipulate they go directly to the appropriate agent.
Mobile Phone Support
Zendesk includes mobile apps for iPhone, iPad, Android & Blackberry, so you can respond to your customers essentially from anywhere.
Zendesk is a very complete help desk solution — and is scalable to any size business that needs their services. Obviously not all businesses need a help desk – some can get away with a simple FAQ on their site. But for services and products that are more complicated — having a virtual support site with customer service agents allows you to interact with your customers on a 1:1 basis is a tremendous ROI. All that is possible with this week’s App of the Week.