Practical Zendesk Administration
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Practical Zendesk Administration
Author: Stafford Vaughan
language: en
Publisher: "O'Reilly Media, Inc."
Release Date: 2014-05-15
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
Practical Zendesk Administration
Annotation Implementing the Zendesk customer service software as part of your companys operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. Youll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your companys 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, youll be able to determine the best way to put Zendesks vast potential to work for your company. Apply custom branding to your user-facing support portalMitigate risk by implementing various Zendesk security featuresManage profiles and permissions for users, agents, and administratorsCreate tickets from email, voice, chat, feedback tabs, and social mediaCapture and classify help requests through standard and custom fieldsUse techniques to build an efficient agent support processAutomate your business rules in Zendesk to streamline your workflowProvide your customers with self-service support.
Practical Zendesk Administration
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