Meet the Metaverse Partner: Zendesk

This month’s featured partner is Zendesk, the web-based help desk software used by over 25,000 organizations worldwide.  Zendesk’s Business Development Director Tucker MacLean recently hosted a virtual sit down with our team and shared the company’s background and vision, along with a glimpse of the product road map.  Metaverse’s Cosette Paneque was taking good notes and shares her thoughts on one of our favorite partners here:

I was unfamiliar with Zendesk until I joined the Metaverse Mod Squad a few years ago. As it turns out, I’d actually been a customer receiving excellent customer support powered by Zendesk. Now that I’m a Metaverse project manager and I’m on a team providing that support, I couldn’t imagine doing it without Zendesk.

If you have customers, then you need Zendesk. Zendesk delivers cloud-based customer service software that is simple, elegant, easy to use, and lightning fast, an important feature when slow response time is one of the leading complaints for poor customer satisfaction.

Customers need support and Zendesk enables that support. Offer your customers the answers they need with a smart knowledge base that features search, topic suggestions, and relevant articles.  If a customer needs to reach a support agent, s/he can do so from anywhere – the web, email, phone, Twitter, and Facebook. Your customers are everywhere. Your support system should be able to reach them anywhere. Zendesk can do that.

Zendesk doesn’t just make it easy for customers. It makes it easy for your support team too. No matter what route a customer takes to reach you, Zendesk takes his/her communication and turns into a ticket, all of which are held in one place. The sophisticated ticketing system allows your support system to organize, customize, streamline, and even automate support, making the whole process easier to manage, more efficient, and fast.

As a customer, one of my biggest pet peeves is when a company doesn’t keep track of issues and a history of the support I’ve received.  In contrast, Zendesk allows you to track issues with custom fields and tags and create customer profiles. Zendesk is also a brilliant collaboration tool, allowing your support agents to participate in efficient group conversation and even call on the expertise of integrated partners. Zendesk provides your customer support team with all the tools they need to provide excellent support.

Zendesk isn’t just a terrific tool for customers and customer support agents. It has some bells and whistles for managers as well. Zendesk provides a variety of analytics tools that allow managers to measure the performance of their support team and gauge customer satisfaction.  Managers can create custom reports containing the data and insights that are most relevant to them.

This is a broad look at Zendesk, but there are also so many cool little features. For example, you can create a reminder of a ticket in Google Calendar, create user groups, provide content in multiple languages, and integrate apps to help improve your Zendesk experience. To top it all off, Zendesk is portable. Zendesk is available on iPad, iPhone, Android, Windows Phone, Blackberry, and Kindle Fire, and with full agent capabilities.

There are many features I love about Zendesk including its simplicity, elegance, and ease of use. At the top of the list, however, is the ability to customize my Zendesk experience according to my needs. I also love the webinars and other opportunities that Zendesk offers clients. Zendesk understands that superior service requires continuous improvement and education.

Do you use Zendesk? How do you use it? What are your favorite features? We’d love to hear from you.

–Cosette Paneque, Project Manager, Metaverse Mod Squad