From a Tweet to zendesk
I have a new twitter follower @justinflitter. As with most people who sign up to follow me on Twitter I thank them and then have a look at their website link. Justins links took me to his blog which I started to read. He has a really interesting blog entry about how he managed to find his current employer, zendesk. It involved a fair bit of tweeting (of the twitter find) and skyping but he got there in the end – congratulations! Read his blog for the full story.
Justin now works for zenddesk. Zendesk’s proposition looks very interesting indeed.
In a previous life I was a Service Delivery Manager for some of IBM’s call centre infrastructure and I was pleased to see the use of ITIL. ITIL is almost a religion in the Service Delivery world.
I ended up as a Service Delivery Manager having risen through the ranks starting as a Helpdesk operative, and then IT Service Analyst across multiple Service Management disciplinesuch as Problem, Change, Configuration, Availability, Performance Management etc.
One of the hardest things I found was getting the customers problem into the helpdesk system accurately – I would expect zenddesk to have the same sort of problems. The other common issue was getting the helpdesk best resource addressing the customers problem in a timely fashion. Zenddesk have a pool of operatives around the globe that can be called upon to help any customers problem.
I think this is a brilliant idea for a solution for Small and Medium Businesses (SMB) although the challenge would be the number of operatives within the New Zealand timezone. Assuming that was covered, at a cost of US$19 per agent per month the price looks pretty good. zenddesk provides communities, forums, tags and blogs to help customers interact with the helpdesk / incident management team – good stuff.
One quick comment on the web site…on the faq page http://www.zendesk.com/faq it should say
“How safe is my data?”
rather than
“How safe are my data?”
Small details….
I have included the zenddesk promotional video – thumbs up for the idea and solution from me!
