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What is Zendesk ?

History.

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What is Zendesk ?

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  1. History • Zendesk was started in 2007 by MikkelSvane, Alexander Aghassipour, and Morten Primdahl, who formed the company in Denmark. In 2009, Zendesk raised Series A funding from Charles River Ventures and $6M in Series B funding from Benchmark Capital[. Zendesk is now headquartered in San Francisco, CA. • In 2012, Zendesk reached 20, 000 customers. • What is Zendesk? • 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 • Features • 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 

  2. How Zendesk works for the CUSTOMER • How Zendesk works for the AGENT • How Zendesk works for the AGENT (cont.) • How Zendesk works for the MANAGER • 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 • Zendesktakes 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. • 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. • 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. • 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 • Zendesk measures scale, efficiency, and customer satisfaction and creates a benchmark for you and thousands of your peers.

  3. Companies using Zendesk • Companies using Zendesk • Companies using Zendesk • Companies using Zendesk • Companies using Zendesk • 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 • 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 • 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 • 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 • 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

  4. Zendesk Pricing • Why Choose Zendesk? • The ZendeskDifference.FLV

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