Q&A with Real Help Desk Users
The ability to interact with customers efficiently and affordably
are among the reasons businesses of all sizes and
verticals are leveraging help desk software as part of their
customer service strategies.
If your company is toying with the idea of getting some
much-needed assistance — in the form of a help desk —
let a pair of current users from two of the most wellknown
solutions, UserVoice and Zendesk, be your guide.
How Did Your Help Desk Help Your Company
(UserVoice) Nate Munger, Director of Customer Satisfaction
at LaunchRock: The UserVoice ticketing system
seamlessly connects customers and support team
members in a single conversation strand, creating a more personalized
experience for the customer. Likewise, UserVoice
customer profiles help us better understand our customers
with an easy-to-access ticket history and social media information
like recent Tweets about LaunchRock.
The easy-to-use UserVoice interface and efficient ticket
management system made it possible for LaunchRock to support
50,000 customer accounts with a single full-time customer
support agent. As a result, we were able to stay lean and
focus our resources on building new products instead of paying
for more team members to help support the current one.
(Zendesk) Chase Sheaffer, Co-Founder of Out of Milk: We
are a small team and we all wear multiple hats — running
the business, development, IT and, of course, support. Zendesk
allows us to provide top-notch, fast support without
making it a major focus of our daily activities. As a direct result,
Out of Milk is able to maintain a great relationship with
our users, keep reviews high and learn about what our product
focus should be straight from the consumer.
What Are Your Favorite Features?
(UserVoice) LaunchRock: The feedback forum is
a favorite way for us to engage our customers
and empower their ideas with responses from the
LaunchRock team. Because UserVoice allows customers
to vote for ideas, the forum has been key to helping us deliver
improvements and new features we know our customers
(Zendesk) Out of Milk: Zendesk has many great features,
but two of them really shine when it comes to our productivity.
Feedback Tab – integrating a support panel directly on our
main product page on our website has been a tremendous
boon. This allows us to deflect a significant portion of tickets
by funneling users through an integrated knowledge
base where the result of no matching support articles or
helpful solutions results in a very focused ticket.
Reporting Suite – Using the tools Zendesk provides, we
are able to see what our common issues and search terms
are, where they are coming from, how successful our
knowledge-based articles are at handling these issues and
more. Taking this data and converting it into meaningful
actions makes handling tickets a breeze.
What Features Do You Want in 2013?
(UserVoice) LaunchRock: We would love to see analytics
of customer search inside the knowledge
base and feedback forums. Knowing what keywords or
phrases are most frequently searched will help us improve
our knowledge-based articles. Customers will also get
more instant answers, and our support load will be reduced.
(Zendesk) Out of Milk: Email Deflection — Tickets filed via
email tend to bypass the entire process of funneling users
through support articles and other processes designed to
help them resolve an issue. Heading off an email ticket
with a potential resolution allows the user a chance of resolving
a ticket before we need to spend time on it.