In my next Software Review, I want to cover an awesome little helpdesk tool called ZenDesk. This is another Ruby on Rails application that is elegant, simple and extremely effective. Because it is an online Software as a Service (SaaS), it is also extremely cost effective and quick to get started with.
A lot of people may be reading this thinking, “Oh great, a helpdesk tool is good for software or IT companies, but why would my contracting or pet supply business need something like this?”
The answer is that all companies in this day and age should be focusing on customer service and support. If you don’t have good support for your customers, what do you have? There are probably a hundred or even a thousand other companies out there that do exactly what you do. These people will steal your customers if you don’t give them a good reason to keep coming back to you.
Customer service is not just about having a friendly voice on the other end of the phone either. Of course that is definitely a good thing to have, but in addition, your company needs to have a defined process of how to handle all incoming requests, classify those requests, and respond to those requests in a consistent manner. The idea is to create an environment where you and your customers all know what to expect.
Here is a short video for your viewing pleasure:
In order to ensure a consistent user experience, finding a good management and communications tool is essential. ZenDesk is the best product I’ve found that gives you everything you need, and keeps out the things you don’t. The best part is that as soon as you sign up for an account, you can have a completely branded customer support portal. This support portal is both the tool your team uses to process and service incoming requests, and also the tool your customers use to submit requests, review the status of present and future requests, modify their account settings and also access your FAQ section.
TRY IT OUT! The price is super cheap and well worth it to provide a level of support and “WOW!” with your customers that most of your competitors probably haven’t even though about.