Practical Zendesk Administration: Best practices for setting up your customer service platform

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9781449343644: Practical Zendesk Administration: Best practices for setting up your customer service platform

"Reading the chapters are like reading the notes we never wrote when we designed the product. Stafford's ability to enlighten readers on how to use the product better and the reasons for the design decisions in Zendesk never ceases to impress us."
-Mikkel Svane, Founder and CEO at Zendesk


Implementing Zendesk as part of your company's operations can be a time-consuming process. In this hands-on guide, author Stafford Vaughan provides the most comprehensive set of best practices for setting up and using Zendesk, distilled from years of training companies how to launch this popular customer service software.

You'll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how you can configure it to match your company's needs and processes. Through several real-world examples, you'll also discover how other companies use the product, so you can determine how best to put Zendesk's potential into practice for your business.

  • Customize your Zendesk customer service tool with your brand
  • Create tickets using email, voice, chat, feedback tabs, and social media
  • Implement security measures, including ways to safely login from social media sites
  • Generate profiles and permissions for your Zendesk customers, agents, and administrators
  • Understand the data capture lifecycle, and control the fields your customers are required to fill out
  • Apply techniques for making your agent process more efficient
  • Modify Zendesk to reflect your existing customer service process
  • Use forums to provide self-service support for your customers

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Book Description:

Best practices for setting up your customer service platform

From the Inside Flap:

"Stafford has led hundreds of top companies to successful next-generation customer support. You won't find a greater expert on practices and approaches for Zendesk-driven customer support. If you're responsible for a Zendesk deployment, get this book now." -Carson Sweet, Co-Founder and CEO at CloudPassage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "The Zendesk customer service platform has helped Box provide outstanding customer service, and the best practices in this book are a useful tool to help your organization do the same thing." -Aaron Levie, Co-Founder and CEO at Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "Zendesk, for many businesses, is emphatically one of those 'right tools,' and Stafford is the guide who will show you how to make the most of it." -Micah Solomon, Bestselling Author of High-Tech, High-Touch Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "Stafford has a real gift for being able to distill concepts into easy to follow best practices, and... A book like this one not only simplifies the administrative process, it also helps with getting the most value from the Zendesk tool. This book is the must-have resource for Zendesk Administrators." -Cliff Cate, SVP Customer Success at GoodData . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "This book comes at the right point in time. We have already been using Zendesk for more than a year and a half, and feel we have a very good knowledge of the system, but this book provides additional hints and fresh insights into the system that have been really helpful." -Axel Focht, Head of Customer Service at Groupon UK, IRL & DK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "Stafford's book provides impressive additional insight into how we can use Zendesk even more efficiently to assist our customers and will be a great resource as our service organization grows." -Kevin Hartz, Co-Founder and CEO at Eventbrite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . "I can think of none more qualified to write this book than Stafford Vaughan... No Zendesk administrator should be without this book." -Zack Urlocker, COO at Zendesk

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