Offer Support the Easy Way with Zendesk

We are always amazed at how many product and service sites rely on such a plain feedback and support form. It’s typically a three-question form with the e-mail forwarded to one person on your team, who may or may not forward it on to the right person to answer the question. Often these questions go days without being viewed by someone, leaving the customer to steam and eventually take their frustration to a more public forum.

Zendesk aims to cure all of that with a new way of looking at support and feedback requests. Starting at $9 per month for one agent and $39 for three, Zendesk gives you a moderately-priced way to put those customer questions in the right hand.

The two things that really seem to separate Zendesk from the pack are the integration options and the smooth interface that fits nearly every site well.

Zendesk is tied into dozens of third-party apps, including two of our favorites, Basecamp and Harvest. If you are a Basecamp subscriber you could essentially have your customer support tickets filed right into Basecamp where they can get parsed out to the responsible parties.

The interface, which starts with the web site sidebar, is very intuitive to both the user and the small business, and is easily customizable to custom branding.

3 Reasons You Should Be Using Zendesk:

• You sell products or offer a service for which you frequently get support.
• You want to handle your support with Twitter or another public-facing third-party, to aggregate your support to the crowd.
• You need to get a support system up and running in just a few hours.

2 Reasons You Wouldn’t Need Zendesk:

• You already have custom support software that works well for your business.
• You have an integrated log-in system for your members and want those support questions to be logged against each member.

For more information on Zendesk visit www.zendesk.com

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