Practical Zendesk Administration

Preface

In 2011, a survey was conducted to find out what people really value about the companies and brands that they use. It may surprise you to hear that when considering the product, price or customer service, 55% of people said that they would recommend a company as a result of a outstanding customer service experience.

The example that I often give is this: imagine that your friend bought a pen. Now imagine you wanted to buy a pen for yourself, and you asked your friend whether they like the pen that they own. Statistically speaking, your friend is unlikely to say "it’s a good pen because it writes really well". They also won’t say "I like this pen because I got it for a good price" or "I like it because it doesn’t smudge." No, statistically speaking, your friend is most likely to say "I like this pen because, on the day that it stopped writing and I called the pen company, they made me feel really good about owning this pen".

That is the sort of relationship that Zendesk helps you achieve with your customers. For more details on this statistic, see the full infographic.

The best way to describe this book is the Zendesk Consultant in a Book. The advice, best practices and pitfalls included in this book are the result of working in the trenches, launching Zendesk customer implementations, delivering training sessions, and answering literally thousands of questions from training participants in countries all over the world. Every question from a Zendesk training participant gives ...