The Art of Zen with ZenDesk

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Zendesk is a lightweight desk solution that allows you to communicate with customers and clients more effectively than ever before. Whether a customer has a query, complaint, or just want to find out a little bit more about your company, Zendesk enables you to strengthen the customer relationship.

What does this mean for you as a business owner?

Well, happier customers equal higher LCV (lifetime customer value) and business viability.

FOUNDERS – The company was founded in a Copenhagen loft apartment by three friends who used a kitchen door as a desk. Their aim? To develop software that was easy to use and to improve the customer support process.

YEAR LAUNCHED – Zendesk was launched in 2007.

LATEST NEWS AND INTERESTING FACTS
Since its humble beginnings, Zendesk has quickly become one of the most popular and effective customer support systems in the world. The service is now used by over 4,000 organizations, including MTV, Vodafone, and Foursquare.

In December 2013, the company announced that it was going to integrate survey and email campaigns from within Zendesk, after partnering up with companies such as SurveyMonkey and MailChimp. This will make it even easier to find out more about your customers and clients.

COMPANY SIZE
Since moving to San Francisco from Copenhagen, the company has continued to develop and expand. Today, around 500 employees work for Zendesk.

SERVICE

Packed full of features that you can integrate into the platform, Zendesk is straightforward and easy to use. Here are some of the ways this service can help your small or medium business grow in the future.

Using an effective support ticket system, customers will be able to send a communication to you via Zendesk, which will then appear in a queue of open tickets for one of your customer service team to handle.

Some of the features of the service include being able to adjust the priority level of the ticket, merge different tickets into one, attach files, and, of course, reply to customer queries and complaints.

You will be able to streamline the customer service support process and speak to your customers more effectively. Once you have finished dealing with a customer, just mark the ticket as ‘solved’ and then move onto the next one in the queue.

INTEGRATION

Zendesk also has the ability to incorporate various other features into your customer service platform, including project management tools, eCommerce, and live chat. The program integrates with many types of CRM software, or you can use third-party applications to carry out the jobs that you need doing.

These applications are easy to install, and the majority are completely free – saving you a lot of money and hassle. You can even use statistics to help monitor and improve your small or medium business. For example, Zendesk allows you to track the number of queries that you have solved, monitor customer satisfaction times, and find out the average response time of your customer support staff.

You can even find out which of your customer support team is quickest to respond to customer queries, and compare these statistics with other companies.

EFFECTIVE SEARCH

An effective search feature allows you to find contacts fast, and filter through tickets to find a particular query or complaint. This can be ideal when collecting information about a particular trend in your business, and you will easily be able to find tickets by using tags.

A knowledge base can also be used to post information about your company, and to help customers with some of the most common problems that they might encounter when using your product or service. This can dramatically cut down on the number of tickets sent to you, and reduce the number of customer support staff needed to handle customer communication.

USE THIS PRODUCT TO GROW YOUR BUSINESS?

Zendesk is extremely effective in streamlining the customer service support process, and will enable you to spend more time on other aspects of the business. Whether you employ five people or 500, the service can enable you to keep a tighter control over the complaints and queries that are sent to you.

You will be able to monitor customer satisfaction and responses from staff by using an effective search feature and integrated tags. You will also be able to access the CRM application on your mobile phone or tablet, so you can control the customer support side of your business wherever you are in the world.

CONTROL

+ Some of the more advanced features of the program include being able to set data sharing capabilities (for example, only letting certain staff being able to see certain tickets), and restricting the view of tickets for staff in the CRM system. You will be able to create users, passwords, and assign permissions for users of the service, and grant access to certain parts of the ticket system to staff with different responsibilities.

SIMPLE TO USE

+ Zendesk is easy to use, even if you own a business and don’t have much experience with a CRM system. If you get stuck using the program, there are a number of different ways you can get in contact with a member of staff.

For example, contact a customer representative via email, or use a forum that is made up of product specialists and users from the company. Support is also available over the phone and through the company’s various social media channels, including Google+, Facebook, and Twitter.

CUSTOMISATION

+ Another benefit of the program for small or medium businesses is the opportunity to customize the CRM application based on your particular company. For example, you will be able to customize fields in the CRM application based on a particular product or service, so you can rename, create, and order fields in a certain way.

MANAGE LISTS

+ Manage list views to see a specific group of records, or customize your platform with applications from the marketplace (either developed by the company or third parties). If you have a large number of staff in your business, you will be able to change the personal display (colors, layout etc.) for different employees based on their role or responsibility. You can also reorder, rename, create, or group tabs.