Enterprise 2.0 help desk SaaS solution enables agile IT support
COPENHAGEN 17 September 2008 Zendesk, an innovative developer of Web 2.0 help desk software-as- a-service (SaaS) solutions for online customer and IT support, today announced that it is now working with msnbc.coms operations group. The Zendesk solution enables agile operations support, process measurement and service level management with minimal overhead.
Were a group of about thirty that supports a diverse array of four hundred and fifty customers and internal IT users. Efficient communication and rapid issue resolution are critical. Downtime is not an option at msnbc.com, said Jared Manley, manager of the support desk at msnbc.com. Zendesk enables our support process naturally without creating additional work, giving us the tracking and metrics we need to manage our operation.
Zendesk is designed for agile support organizations like msnbc.coms operations team that value customer service over complex systems that control every business process detail. The product is delivered on-demand with enterprise-class capabilities to automate complex business processes and support some basic ITIL best practices, but more importantly every feature is designed for usability and simplicity to maximize adoption, while ensuring the ability to control and manage the support operation.
Most software is so complicated and full of obscure features that you have to buy training, services and support just to use it, says Mikkel Svane, CEO of Zendesk. Weve worked very hard to keep Zendesk beautifully simple, so support staff and their customers can start using it right away as easily as they might buy a book at Amazon.com.
Zendesk creates a conversation hub around each support ticket by connecting online end-user touch points with the back-end SaaS help desk. When a user makes a support request by email, web form, forum post or widget, Zendesk automatically captures it alongside the ticket and progress toward resolution is automatically communicated back to the end-user. Once the request is resolved, it can be easily published to the community support portal to help others who encounter the same problem.
Zendesk is so simple to use, said Manley. We had it up and running in a day and went live after a one month pilot.
Help desk customers just want their problems solved as quickly and efficiently as possible, and they dont really care what you have to go through to do it, added Svane. Zendesk enables a more productive conversation between users and support staff without making lots of arbitrary assumptions about the process required to resolve each issue.
Zendesk provides on-demand Web 2.0 help desk solutions for businesses and corporate IT organizations. Using turnkey software-as-a-service delivery, Zendesk deploys in minutes and unifies online support by providing a complete support community portal that lets customers communicate directly with the internal help desk. Launched in November 2007, Zendesk already has 250 customers in 20 countries around the globe. Love your help desk! www.zendesk.com
Msnbc.com delivers a fuller spectrum of news. Drawing on its award-winning original journalism, NBC News heritage, trusted sources and Microsofts advanced technologies, the site presents compelling, diverse and visually engaging stories on the consumers platform of choice. Based in Redmond, WA, msnbc.com is a joint venture of Microsoft (Nasdaq:MSFT) and NBC Universal (NYSE:GE). The MSNBC Digital Network (http://www.msnbc.com) was the number one Current Events and Global News site with more than 37 million unique visitors in July, 2008. Source: Nielsen Online.