May 2014
Beginner to intermediate
196 pages
5h 17m
English
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Foreword
We built Zendesk back in 2007 because we were frustrated with the quality of the customer service applications that existed at the time. The vast majority of these “solutions” were big, clunky, on-premise enterprise applications, were distributed on CDs, and took forever to deploy. Even proof-of-concept projects often took months to complete. And when all was said and done, no one, especially the customer, was ever really satisfied.
Zendesk was the first truly cloud-based customer service application that you could sign up for, subscribe to, and configure online. Launching the application within an organization took hours instead of months.
Nowadays, it’s hard to imagine software being distributed or packaged any other way. We helped revolutionize an entire industry in only five years, yet that handful of years seems like a lifetime ago. The changes in technology have been only part of the story. More important are the cultural shifts that the technology enabled, the changes in the very relationships between companies and their customers. The explosion of online social networks, crowd-sourced review sites, and subscription-based business models creates incredible opportunities (or challenges, depending on your perspective) for those businesses willing to shift their thinking about customer relationships. Our goal at Zendesk was always to help businesses realize those opportunities.
This manual—while it focuses on teaching administrators and agents how to use Zendesk better—can ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.