Zendesk is a leader in web-based support desk software that is both advanced and extremely intuitive. It is easy to use for customer and support staff alike. Zendesk is feature rich, allowing creation of support tickets via email, web browser and even social networks such as Twitter and Facebook. The software can be configured to contact customers automatically, collecting feedback once a support ticket has been solved. Customers can access live chat with support staff via a web front end which can be configured to include forums and a knowledge base.
Support staff, or agents as they are known within Zendesk, are able to manage support tickets via apps on mobile devices including iPhones, iPads, Android, Blackberry and now, Windows Phone. All available as free downloads.
The software is highly customisable, allowing the addition of logos and corporate colour schemes so that it can look like an extension of an existing website or intranet. Custom fields, data views and reports can be added. The Zendesk Plus+ and Enterprise packages are bundled with Gooddata reporting. Gooddata is a powerful online reporting tool, accessed via a browser, which provides a whole suite of graphs and charts and access to a large number of predefined reports. Multi-dimensional reports can also be created.
All of this for a very affordable monthly or annual subscription, which is priced per agent.
Zendesk is tremendously scalable. The requirement may be for as little as 3 agents or even 500 – Zendesk will be the right solution.
Zendesk has been the choice of many high profile organisations including Twitter, Groupon, Lonely Planet, Sony Music, Xerox and many more.
We can sit with you to understand your current systems and processes. As a Zendesk Ambassador, Bimotech can make recommendations on how Zendesk can make your business more efficient and better serve your customers. Zendesk can then be customised and best practices highlighted.
Call us now to fully appreciate how Zendesk can work for you, or better still, log a call with us via Zendesk itself.