Happy agents, happy customers, right? That’s the premise that Zendesk was founded on, and over a decade later, our ease of use is still one of the top reasons that businesses love our customer service and engagement platform. Today we have news: We’re sharing that love with another—related—part of your business: the sales team. Zendesk announced today that we are acquiring Base.
Some businesses are hesitant to invest in customer service and see it essentially as a necessary (but annoying) expense. This is a mistake. Although building an excellent support team and providing them with the tools that will help them effectively assist your customers does require an investment, it’s an investment that can have significant returns, especially in the e-commerce business. In fact, when done correctly, excellent customer support can actually increase your revenue.
SAN FRANCISCO – September 19, 2018 – Zendesk, Inc. (NYSE: ZEN) today announced that qualifying startups can now get The Zendesk Suite free for one year, giving growing companies the ability to build the best customer experiences into their businesses from the beginning.
How to boost productive at work is not a rocket science. However, many people fail to ace it. Incorporate these productivity apps and tips in your workday to increase the flow and be a ninja! You commence each day with a perfect plan to get things done but soon find yourself becoming distracted. Even the card-carrying employees may feel agitated while concentrating or meeting the deadlines from time to time. On the other side of the coin, some feel that they do not have ample time to do everything.
A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. Because not all businesses are receptive to proactive support or additional conversations, the concept of customer health has evolved because it allows a business to further understand the impact of their interactions.
No matter what you do, your customers are going to need help using your SaaS product. It’s just a matter of time. Even Apple, the world’s first trillion-dollar company, needs to offer support. In some sense, you can think of your customer support like an Apple repair store for your SaaS product. And when the competition is tough, you need ways to differentiate your support.
Imagine the scenario. Your most valued client receives an email from you requesting an invoice payment. Being the great client that they are it’s processed promptly! The trouble is, that email wasn’t really from you. It was sent from a cyber attacker who’d gained access to your corporate network and spoofed your identity – tricking your client into making payments into criminal accounts.
When we think of effective collaboration, we know that the whole is greater than the sum of its parts. In other words, when you align your efforts, you can reach amazing results. Unfortunately, this is easier said than done, and collaboration has always been surrounded with enormous obstacles, one of the biggest being organizational silos.
Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce. Both options will have pluses and minuses, so there’s no answer that will apply to everyone. Rather, it depends on the specifics of your organization: Do you need to provide 24/7 support? Do you anticipate random spikes in support request volume?
