Zendesk CRM Presentation by

Rachel Kalb

Southern Oregon University

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What is Zendesk?

Whether customers want to connect by phone, chat, email, social media, or another

platform, Zendesk brings all customer interactions to one easy to use platform.

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An Actual “Zen desk”

Who does Zendesk serve?

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2,000+Global employees

125,000 Paid customer accounts 160

Customer countries and

territories

Zendesk Customer Support

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Zendesk Support puts all customer support interactions

in one place, making communication seamless,

personal, and efficient.

Zendesk Support is intuitive, and it’s built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it’s easy to be productive and manage customer interactions.

Top FeaturesTicketing System

Support ticket software helps collect customer support requests from any source and manage them from one location.

This acts like a shared inbox for all of your customer’s questions and concerns.

Bring together requests from email, chat, Twitter, etc.,makes it easy to keep track of customer issues and conversations to more quickly answer questions and solve problems.

Knowledge Base

Create, organize, and share support content with agents, particular customers, or the public.

This could be a simple FAQ page for smaller companies, or a wiki with dozens or hundreds of interlinked pages if you have a complex set of offerings.

Easy to create, customize, and use one or more knowledge bases - for specific departments, for agents only, or for customers - so that answers are always at hand when they’re needed.

Community Forums

Build online communities around company and products, to deepen and strengthen customer relationships.

Receive feedback and better understand customers.

Create a space for customers to talk to each other, and get detailed, honest feedback, which can also help reduce support load by allowing customers to answer questions for each other.

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From ZendeskCustomers

“Zendesk is an excellent tool for the management of requirements or requests. It facilitates the management within my Support Center. “ -Thamara P

“The tool is easy to learn and does not require special technological skills. It provides a platform to build efficiency and responsibility quickly within a department.” - Samantha N., IT Project Manager

“Our team receives hundreds of tickets a week. Since we receive so many tickets, the best features Zendesk has to counter this are Triggers, Automations and Macros.” -Lindsey S., Project Manager

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Zendesk Apps and Integrations

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Zendesk Support SystemRequirements

Zendesk Support is a web-based SaaS (software as a service) application that runs in a web browser.

Zendesk Supports Windows or macOS X. Your browser must be a stable release version. Testing suggests that Google Chrome provides the best performance when running Zendesk.

Browser configuration:● JavaScript must be enabled● Cookies must be enabled● Local storage must be

enabled● TLS v1.2 or above

For mobile apps:● Zendesk Support for iPhone:

iOS 11.0 and higher● Zendesk Support for Android:

Android 4.4 and higher● Zendesk for iPad: iOS 8.0 and

higher

Zendesk Demo9

https://www.youtube.com/watch?v=GSiQpIe5q-4

Who Uses Zendesk? Administr

ator

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AgentOwner

End User

Whoever created the account. Ownership can be reassigned by the account owner to another administrator if needed.

Agents with additional privileges to manage and customize Zendesk. Administrators can be assigned tickets, but also edit business rules, change settings, assume another user's identity, and more. There can be multiple administrators.

The customer support individuals on staff. They are assigned tickets and interact with customers as needed to resolve support issues.

Those who generate support requests from any of the available support channels (for example, via your Help Center, email, Twitter, or Voice). End-users can submit and track tickets and communicate with agents.

Zendesk Privacy Policy

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Click Icon for Zendesk’s extensive full privacy policy

https://www.zendesk.com/company/customers-partners/privacy-policy/

Thank you very much for your time

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If you have any questions about this document please don’t hesitate to contact me at:

▪ Rachel Kalb

▪ www.rachelkalb.com

▪ kalbr@sou.edu

▪ Southern Oregon University, Online MBA Program