Archive for May, 2011

LawnMowingOnline provides better support using Zendesk

May 21, 2011

Providing customer support for a small business is a tricky thing, especially in 2011.  Ten or so years ago you had one option as to where support took place and that was your PC.  You sat and waited for 5 o’clock and any emails that came in at 5:01 were pushed off until the next business day.  

Fast forward to 2011 and we have iPads and Droids and 4G galore, you’re no longer chained to your desk, you can email from anywhere at anytime which is great, but how do you keep track of all these emails?  Wouldn’t it be wonderful if there was one place where all the customer service emails arrived, and a dozen different people could use a dozen different email addresses on a dozen different devices but they all appeared to come from the same email address?

Enter Zendesk.  By just adding the word “zendesk” into the support email address all the emails now go to Zendesk first, then they’re distributed to all the email addresses on every device.  Now anyone providing support can reply to the email and also see what other support staff have said in previous conversations.

Since we implemented Zendesk our support has improved tremendously, and better support means happier customers.