The best way to make your time count, and stretch your ability to maintain control and order – is to have a functional, flexible, and efficient support model and process.
I have personally ravaged through many support systems and methods. One “method” was giving out my cell phones to clients with free reign. Pro: great initial relationship building. Con: terrible for self-preservation and scalability!
Systems – I’ve combed through many support systems. The one that came out on top, hands down, was Zendesk. Zendesk is a Hosted solution (never worry about inhouse IT management, scalability, upgrades, backups, etc). Zendesk has some notable features that I use extensively.
The first feature is the built-in support tab on your website.
This makes for a great built-in feature on your website or service.
Now to get into the meat of Zendesk, and why it stands above the rest – seamless integration. When a ticket comes in, the email automatically gets routed to the best person for the ticket, based on infinitely extendable ticket routing and Ticket Management.
An extremely important part of Support, is Reporting & Analytics.
Bottom line – I was able to triple my productivity with Zendesk. Integrating into our billing and actual software systems makes for quickly solved support tickets and happy customers!