Title: Practical Zendesk Administration: A World-Class Customer Service Platform
Publisher: O'Reilly Media
Publication Date: 2014
Language: English
ISBN 10: 1491900695
ISBN 13: 9781491900697
Binding: Soft cover
Edition: 2nd Edition
Condition: New

About this title

Synopsis

Implementing the Zendesk customer service software as part of your company’s operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your company’s needs and processes.

Written by written by two experienced Zendesk product trainers, this book is distilled from years of working in the trenches, launching customer implementations, and answering thousands of questions from participants throughout the world. With it, you’ll be able to determine the best way to put Zendesk’s vast potential to work for your company.

Apply custom branding to your user-facing support portal
Mitigate risk by implementing various Zendesk security features
Manage profiles and permissions for users, agents, and administrators
Create tickets from email, voice, chat, feedback tabs, and social media
Capture and classify help requests through standard and custom fields
Use techniques to build an efficient agent support process
Automate your business rules in Zendesk to streamline your workflow
Provide your customers with self-service support

About the Author

In 2011, Stafford Vaughan established the Zendesk training department, and personally developed the official education program for the Zendesk customer service software. In his time working with Zendesk, Stafford has trained hundreds of companies with advice on how to get the most value out of the tool.

Anton de Young, Director of Customer Education and Community at Zendesk, has 20 years of experience in all stages of user-centered software product development. He has worked in various writing, product, user experience, and leadership roles at a software startup, a global e-learning company, Microsoft, Peoplesoft, Oracle, and Adobe.

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