Support on SaaS
Zendesk integration study case
Abderrahmane Smimite
Disclaimer:
we do everything in the cloud 😊 ☁️
Meet the Team
Abder
Chiheb
Clément
Florent
Timothée
Why?
Manage Support for SaaS products
Why?
Interaction with other tools (R&D, Product, Sales, etc.)
Why?
Manage multiple channels
Portal
Chat
Phone
Social
Why?
Business hours management & mobile friendliness
Why?
Easier KPIs management
What?
What?
Zendesk Support
Zendesk Chat
Zendesk Guide
*Professional plan for the three
What?
Zendesk Support
- Core features around tickets management
- Channels and agents settings
- 3rd party tools interaction
- Reporting and KPIs
- and more (macros, business rules, etc.)
What?
Zendesk Guide
- Manage support portal (tickets)
- Knowledge base
- Integrated within tickets management flow
- Multi-language articles support
What?
Zendesk Chat
- Chat widget on portal (or anywhere else)
- Interaction with agents not bots
- Integrated within tickets management flow
- Routing capabilities
- Mobile friendly
Takeaways
- The new standards:
- SaaS products (when applicable)
- Integration with other tools is not optional anymore
- Reporting (KPIs extraction) is mandatory
Managing Support
By abder
Managing Support
Zendesk use case to create support environnement for SaaS products
