ZENDESK, Lawan & Roa - Kristen Bhing Salvio

basheddockSoftware and s/w Development

Feb 21, 2014 (3 years and 8 months ago)

94 views


Zendesk

is

the

leading

cloud
-
based

customer

service

software

solution,

and

helps

more

than

20
,
000

companies

such

as

Groupon
,

Box,

and

OpenTable

to

raise

customer

satisfaction,

increase

productivity

and

lower

costs

through

a

beautifully

simple

product

-

that

both

service

teams

and

their

customers

love

to

use
.



What

is

Zendesk
.
FLV

What is
Zendesk
?


Zendesk

was

started

in

2007

by

Mikkel

Svane
,

Alexander

Aghassipour
,

and

Morten

Primdahl
,

who

formed

the

company

in

Denmark
.

In

2009
,

Zendesk

raised

Series

A

funding

from

Charles

River

Ventures

and

$
6
M

in

Series

B

funding

from

Benchmark

Capital
[
.

Zendesk

is

now

headquartered

in

San

Francisco,

CA
.


In

2012
,

Zendesk

reached

20
,

000

customers
.

History



Enable conversations via multiple customer support channels
-

web, email, phone, Twitter,
Facebook, online chat, community forums, knowledge bases and more




Respond to support requests anytime, anywhere through our natively built mobile apps for
iPhone,
iPad
, Android, Windows Phone, and BlackBerry




Gain instant insight into your support activities, both by team and by individual, with out
-
of
-
the
-
box, fully customizable reports




Deflect incoming support requests by giving your users the power to find answers and create
conversations with discussion forums and a knowledge base in your
Zendesk




Integrate with leading CRM and IT systems including
Salesforce
, NetSuite,
Atlassian

JIRA,
Google Analytics, and over 80 more. Or use our API to integrate with virtually any other web
-
based application or back
-
end system.




Manage your support communications in over 40 languages to ensure you’re communicating
with your customers in their preferred language


Features


EASY
-
TO
-
USE

SELF
-
SERVICE

OPTIONS


Offer

your

customers

a

quick

path

to

the

answers

they

need

with

knowledge

base

and

community

features
.


PROVIDE

A

KNOWLEDGE

BASE


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
.


BUILD

A

SUPPORT

COMMUNITY


Give

your

customers

a

place

to

have

conversations

and

watch

it

come

to

life

with

questions

and

ideas

that

can

drive

your

company’s

product

innovation
.


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
.






How
Zendesk

works for the CUSTOMER


A

TICKETING

SYSTEM

BUILD

FOR

SPEED


Zendesk

simplifies

your

support

team's

workflow

with

custom

automatic

actions,

meaningful

organization,

and

streamlined

systems

for

managing

support

content
.


ORGANIZE


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
.


AUTOMATE


Speed

up

your

support

team's

day
-
to
-
day

workflows

with

Zendesk's

powerful

automation

tools

route

tickets,

complete

tasks,

flag

important

issues,

and

send

notifications
.

In

this

case,

the

agent

applies

a

macro

to

respond

to

a

common

question

with

one

click
.


STREAMLINE


Turn

helpful

tickets

into

knowledge

base

articles

or

macros
;

or

turn

customers'

public

forum

questions

into

tickets

when

they

need

one
-
on
-
one

attention
.


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
.


COMPLETE

CUSTOMER

PROFILES


Easily

switch

between

a

ticket

and

your

customer’s

profile

which

includes

any

CRM

or

social

data

you

choose

to

sync
.






How
Zendesk

works for the AGENT


SEARCH


Perform

a

live

search

in

the

knowledge

base

without

leaving

the

ticket

you

are

working

on
.


ACCESS

TO

OUTSIDE

DATA


Add

Zendesk

apps

to

bring

in

more

data

and

tools

for

your

support

team
;

there

are

100
+

integrations

to

choose

from

ranging

from

CRM

to

time

tracking

software
.


WORK

WITH

YOUR

WHOLE

ORGANIZATION


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
.


EFFICIENT

GROUP

CONVERSATION


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
.


COLLABORATE

WITH

EXTERNAL

PARTNERS


Get

advice

from

integration

partners

or

solve

vendor

issues

by

sharing

support

tickets

with

any

other

companies

using

Zendesk
.


IT

IS

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
.







How
Zendesk

works for the AGENT (cont.)


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
.


CUSTOMER

SATISFACTION


Ask

your

customers

how

you’re

doing

with

Zendesk’s

automated

customer

satisfaction

surveys

that

capture

feedback

in

one

click
.


CUSTOMER

REPORTING


Build

custom

reports

based

on

data

that's

most

relevant

to

your

business
.

Get

more

out

of

your

support

stats

through

Zendesk's

data

visualization

tools,

powered

by

GoodData
.


BENCHMARK


Z
endesk

measures

scale,

efficiency,

and

customer

satisfaction

and

creates

a

benchmark

for

you

and

thousands

of

your

peers
.








How
Zendesk

works for the MANAGER




Gengo


Gengo

is

a

convenient

and

affordable

human

translation

service

which

provides

high

quality

translations

for

global

businesses
.

As

the

product

became

more

and

more

widely
-
used,

they

began

to

experience

explosive

growth,

which

lead

to

challenges

when

supporting

customers
.

This

made

it

obvious

to

them

that

a

customer

support

solution

should

be

put

in

place
.



Why
Zendesk
?


Multilingual
support


Easily scalable help desk software across all of the organization


Ability to minimize the incidence of lost or mishandled tickets



Companies using
Zendesk




TrafficDito


It

was

while

camping

out

in

the

office,

waiting

for

the

Friday

night

rush

hour

to

ease,

that

a

group

of

web

developers

hit

on

the

idea

of

TrafficDito



a

website

that

keeps

travellers

using

Manila’s

heavily

congested

roads

updated

on

the

traffic

status
.

It

gathers

real
-
time

traffic
-
related

public

tweets

from

Twitter,

which

then

can

be

viewed

chronologically

or

searched

based

on

location
.



Why
Zendesk
?


Seamless integration with existing systems


Simple access to tickets


Ease of use



Companies using
Zendesk




Groupon


Launched

in

November

2008
,

Groupon

features

a

daily

deal

on

the

best

stuff

to

do,

see,

eat

and

buy

in

more

than

500

markets

and

40

countries
.

The

company

has

thousands

of

employees

spread

across

its

Chicago

and

Palo

Alto

offices,

regional

offices

in

Europe,

Latin

America,

Asia

and

Africa

with

local

account

executives

stationed

in

many

cities
.

Groupon

seeks

to

sell

only

quality

products

and

services,

be

honest

and

direct

with

customers,

and

provide

exceptional

customer

service
.



Why
Zendesk
?


Flexible, web
-
based support software makes it easy to add new agents


Customizable macros enable personalized, yet efficient responses


Macros help train agents to resolve issues on the first contact


Easy integration with
GoodData

enhances reporting



Companies using
Zendesk




Box


Box

was

founded

on

a

simple,

powerful

idea
:

people

should

be

able

to

access

and

share

their

content

from

anywhere
.

Since

2005
,

Box

has

helped

more

than

8

million

individuals,

small

businesses,

and

Fortune

500

companies

do

just

that
.



Why
Zendesk
?


Balance of simplicity and robust features


Macros that save agents 20 to 30 seconds each time they close a
ticket


Internal forums that let geographically dispersed agents share
information


Business rules analysis that provides an overview of the support
workflow


Ability to log on via browser, regardless of operating system



Companies using
Zendesk




OpenTable


OpenTable

is

a

leading

provider

of

free,

real
-
time

online

restaurant

reservations

for

diners,

and

reservation

and

guest

management

solutions

for

restaurants
.

OpenTable

has

more

than

25
,
000

restaurant

customers,

and

has

seated

more

than

350

million

diners

around

the

world

since

its

inception

in

1998
.

The

OpenTable

service

is

available

throughout

the

United

States,

as

well

as

in

Canada,

Germany,

Japan,

Mexico,

and

the

United

Kingdom
.



Why
Zendesk
?


Ease of use for support agents and employees alike


Fast deployment and intuitive help desk admin features


Ability for employees to submit support tickets via any web
connection


Integration with JIRA for a seamless end user experience



Companies using
Zendesk

Zendesk

Pricing




The
Zendesk

Difference.FLV

Why Choose
Zendesk
?