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This CRM Review examines Zendesk.
In-Depth CRM Review
989 Market Street
San Francisco, CA 94103-1708
CRM Category: Customer Support – Cloud
Sub-Category: Web Self Service
Seats: Small Enterprise
About the Company:
It all began in 2007 in beautiful Copenhagen, Denmark where our three founders, Mikkel Svane, Alexander Aghassipour, and Morten Primdahl, lived and worked.
Mikkel was working as a consultant charging companies large sums to install bulky, on-premise customer support software. The process was long, expensive and inaccessible for most businesses. That didn’t sit well with Mikkel.
He knew a Web-based solution would fix things, so he told Morten who loved the idea and wanted to help code it. They then recruited Alex to design it, and even convinced him to designate his small loft as their office on nights and weekends. The three toiled away, elbow to elbow (Did we mention it was a small loft?), to create the first iteration Zendesk–a name that narrowly edged out “Thank You Machine” (thankfully.)
Their first few customers loved it, so Mikkel quit his job, became Zendesk’s CEO (and first full-time employee) and hit the road to raise capital. They soon secured funding from Charles River Ventures and Zendesk moved to America in 2009.
Since moving to San Francisco, Zendesk has raised additional funding from Charles River Ventures, Benchmark Capital, and Matrix Partners, opened offices in Australia, England and Denmark, and now includes more than 250 employees. In 2011, we moved into a new and bigger office in the heart of the city.
About the Product:
Customers need support. Zendesk enables that support.
EASY-TO-USE SELF-SERVICE OPTIONS
Offer your customers a quick path to the answers they need with knowledge base and community features.
Offer customers self-service with smart knowledge base features like instant search and topic suggestions, which can quickly surface relevant articles and deflect ticket submissions.
One-on-one support through any channel
Zendesk takes customer communication from anywhere—your website, email, phone, Twitter, Facebook, and chat—and turns it into a ticket. Your support team sees everything in one place; your customer uses the channel they prefer.
Agents need tools. Zendesk provides those tools.
A TICKETING SYSTEM BUILT FOR SPEED
Zendesk simplifies your support team’s workflow with custom automatic actions, meaningful organization, and streamlined systems for managing support content.
Focus on what’s important: ticket views filter the conversations you want to see while custom fields and tags classify tickets for tracking and archiving purposes.
ALL THE INFO YOU NEED IN ONE WORKSPACE
Zendesk provides your support team with a holistic view of your customers and their support issues. When working on a ticket, they will have instant access to unified customer information, be able to search the agent knowledge base, and pull relevant data from other areas of your business.
Easily switch between a ticket and your customer’s profile which includes any CRM or social data you choose to sync.
EFFICIENT GROUP CONVERSATIONS
Bring the right people into your support conversations. In Zendesk, your team can have private discussions within your organization, collaborate internally with other departments, or call on the expertise of external business partners—all in one threaded dialogue.
Communicate internally on support issues through private notes and include as many people from your organization as you need in the conversation with unlimited light agents.
AND IT’S ALL PORTABLE
Zendesk offers native mobile apps for iPad, iPhone, Android, Windows Phone, BlackBerry, and Kindle Fire. Your support team has full agent capabilities on their device and can receive push notifications. And for customers, all of Zendesk’s self-service tools are optimized for today’s mobile browser.
- WINDOWS 7
- KINDLE FIRE
ANALYTICS THAT ARE USEFUL AND BEAUTIFUL
Measure your customers’ satisfaction and the performance of your support team—and create custom reports with data and insights for your business.
SUPPORT TEAM PERFORMANCE
Measure agent metrics like first response and resolution times with Zendesk’s 20+ pre-built reports—or build your own custom report.
Zendesk enables customers to get support, gives agents powerful tools, and provides insights for managers. See how it can work for you.
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For a proper demo of this CRM solution:
For a proper demo of this CRM solution, please contact the company directly.
Rich’s View of Zendesk:
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