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Multiple ticket forms
Unlimited light agents
Web and Email Case Capture
Customizable Dashboards and Reports
Visual SLA Timeline
Custom App Development
Zendesk is an excellent customer service desk that allows agents and end users to interact in a safe secure environment. I've been using this tool for the last 5 years and feel this is the best tool on the market. The software allows me to create reports for any of my departments I need to feedback too.andnbsp; You can also create micros (quick responses and allocations to aid the support team).Zendesk does have apps that allow you to personalise your own desk to help the agents resolve issues asap. The front end of the site is also good, and our end users find it very easy to find solutions, we also try and record videos to help people understand the functionality. You can keep track of your SLA agreements with your customers. However, this is not on the lowest package. We have also added our working hours, so our end users know when we will be responding to tickets.
Once you have it set up, Desk is a great software that has a lot of options. The customer support is also really good - people are very attentive and won't just treat you differently based on your number of licenses. They want you to adopt the product and succeed. My company used it mainly for a live chat on two different websites, but the main use case is for multiple support people and / or salespeople to have their tickets organized within an organization.
Pros : Attentive, quick, and smart support, SFDC integration and Single Sign On, lots of features and customization available.Routing for different agents, a mobile app for salespeople or support people on the go. You get email notifications on case updates. You can also put different support people into groups so that issues get routed to the right team. The price of the software isn't unreasonable. Some of the tutorial videos are helpful.I would take them up on the free trial to make sure that you get a good sense of it before buying, and make sure you have all your key stakeholders / teams on board with their use cases.
Cons : The Salesforceandgt;Desk integration is a bit polarizing if you want to have integration with both leads and contacts. You have to choose one and it can be a little confusing to set up.You'll probably need some phone support on this element. Having a Salesforce admin is helpful if you're doing the integration - they claim that it's a lot easier than it actually is. Make sure that you know your various use cases for the product in terms of what you will need. I found it weird that you can't answer a live chat within the mobile app. Customization of the look and feel is a little tougher but a web designer can help.
Tuesday 12 March 2013
Zendesk is an excellent choice for your knowledgebase and helpdesk needs. If you’re a large company with multiple brands, Zendesk has tools to manage that level of complexity. If you’re a small startup company, you can get a tool that supports global multi-nationals with multiple brands and easily use it to look just as professional and customer oriented as larger competitors.More about Zendesk
Wednesday 31 December 1969
If you are running a small service center that wants to support your customers via multiple channels I would recommend using Desk.com - or at least investigate it by setting up the first free user.More about Desk.com
Friday 11 December 2015
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