Simplicity has always been a cornerstone of Zendesk. We’ve always made an effort to provide a clean, straightforward product without piling feature onto feature, cluttering the interface, and creating a confusing, frustrating experience for users. At the same time, we wanted to maximize Zendesk’s effectiveness and usability.
One of the first and most important steps towards achieving this has always been multi-channel support. Zendesk can take customer communications from email, phone, Twitter, Facebook, chat and your website, and automatically create a ticket that customer service agents can access and work on from a single page. Agents can even move a ticket that originated on Twitter into the e-mail channel to resume the conversation privately – meaning tickets are never trapped in a channel silo.
Another important factor that allows us to keep Zendesk simple is providing customer service agents with the proper context to effectively work with customers to solve a problem. This is perfectly illustrated by our recent Zenmaster Dennis Snow. In his book Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life, he wrote about a visitor to Disneyland who asked: “when is the 3 o’clock parade?’ Without any context, it seems like a stupid question. But what this person really wanted to know was what time the 3 o’clock parade would pass by a certain spot in the park.
Without context, it’s impossible to help a customer. The new Zendesk provides customer service agents with rich information about the customer –the history of their tickets, if they’re active on the company forums, details about their organization – all within the same page they are using to work on the ticket.
Learn more about the new Zendesk