Our Services

 

ZENDESK IMPLEMENTATION

 

We work with your team to get your Zendesk platform up and running according to your business needs. We do this by deep diving into your current state and workflows, identifying areas for improvement, and designing a Zendesk solution fit for your customers and agents. Our implementation approach follows 3 phases

 LEARN

The objective of the Learn phase is to determine the Zendesk solution most suited to your business by holding discovery sessions to understand the nature of your customer service organisation.

CREATE

During the Create phase, we start the iterative configuration of your Zendesk instance. The output of each iteration will be a usable Zendesk instance with an increasing amount of Zendesk functionality available to your customers and agents throughout the implementation.

LAUNCH

As part of the launch phase, we will guide you on transitioning from your current systems and processes to Zendesk enabled customer service.

ZENDESK OPTIMISATION

As your business needs evolve so too do the expectations of your Zendesk platform. With our optimization services, we review your current Zendesk implementation and work with you to identify areas for refinement in line with your business needs. We document and implement the agreed improvements to your Zendesk to set you up to provide an enhanced customer experience. We offer two types of Optimisation service

 ASSESS

We will conduct a review of your Zendesk account against your business needs. We will identify areas for improvement, what product updates apply to your business case and how best to implement them. We will present the go-forward recommendations documentation to your Administrator(s) for implementation.

ASSESS + IMPLEMENT

Going beyond assessments, we will also implement the go-forward recommendations in order to give you a full optimisation experience.

ZENDESK INTEGRATIONS + CUSTOMISATION

 

We provide technical services to allow you to extend your Zendesk functionality to meet your business needs. Our technical services include

  • Customising the look and feel of your help center.

  • Custom app development to integrate with your in house systems.

  • Technical guidance on Single Sign-on, utilising the Zendesk API or managing your existing email and web infrastructure with Zendesk.

ZENDESK ADMINISTRATION

 

We provide ongoing Zendesk administration to support you beyond your initial launch, so your Zendesk always meets your needs. Administration tasks may include specific configuration requests to make minor updates or building reports to see how your customers engage with you over time. We offer administration support as a managed service with a fixed set of hours allocated per month for any configuration tasks you need to be completed.