Listio Review: Zendesk is an Excellent Choice

November 12, 2008

Listio Zendesk

Following up on an earlier review, Listio has recently published a comparison between four popular help desk systems, concluding that:

“Of the four applications, the most flexible was Zendesk, which not only lays out help desk management in an easy to intuit interface, but offers an impressive range of options within the application. From a mail and application API to the ability to tag tickets with keywords, Zendesk has features for any size of help desk. For businesses with a need for a feature rich help desk with mobility, Zendesk is an excellent choice, both scalable and free of the support issues associated with maintaining servers.”

Please read the original review and the new comparison on Listio’s web site. Listio for web 2.0 is a community directory of web 2.0 applications, tools and services.

One of aspects highlighted by Listio’s article is Zendesk’s easy and intuitive interface. We think using Zendesk should be as easy as sharing a photo or buying a book online, and we have worked very hard to keep the interface and the functionality beautifully simple. While there are plenty of advanced features in Zendesk, the interface is clean and advanced features don’t clutter the interface before you actually need them.

We often have a hard time explaining why “beautifully simple” is a differentiating concept for both our business model and our product. But a recent article on ReadWriteWeb quoting a study performed by the Sand Hill Group and Neochange, points out how User Adoption is the most critical factor for enterprise software success. We believe that a intuitive a beautiful simple user interface is the easiest path to effective user adoption.

“You can have the best software in the world, with the most sophisticated features, analytics and integration, blah blah blah – but if people don’t use it, it isn’t going to add value. I can’t tell you how many RFPs and software selection processes I’ve been involved with in prior lives that focus almost exclusively on tiny little features that few people will ever use. This study shows that focusing so much on features is missing the boat entirely.”

70% of respondents pointed to User Adoption as best predictor of enterprise software success. 16% had organizational change as best indicator and 13% had process alignment. Actual “Software functionality” came in last, with only 1% of the respondents rating that as the most important

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