practical_zendesk_administration.pdf

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Praise for
Practical Zendesk Administration
“In today’s ever-changing business world, sustaining your competitive advantage comes
down to maintaining great customer relationships. The Zendesk customer service
platform has helped Box provide outstanding customer service, and the best practices in
this book are a useful tool to help your organization do the same thing.”
—Aaron
Levie,
Co-Founder and CEO at Box
“I can think of none more qualified to write this book than Stafford Vaughan. Not only is
he an expert in Zendesk best practices, but his hands-on experience in using Zendesk and
teaching Zendesk training courses means you’ll learn valuable tips that will save you time
and eliminate error. No Zendesk administrator should be without this book.”
—Zack
Urlocker,
COO at Zendesk
“A lot has changed in customer service with recent advancements in communications
technology. However, what made you great before these recent changes is STILL what
will make you great today - but only if you have the right tools, mindset, and training.
Zendesk, for many businesses, is emphatically one of those ‘right tools,’ and Stafford is
the guide who will show you how to make the most of it.”
—Micah
Solomon,
Bestselling Author of
High-Tech, High-Touch Customer Service
“This book is the must-have resource for Zendesk Administrators. As we’ve discovered
while building the GoodData training program, Stafford has a real gift for being able to
distill concepts into easy to follow best practices, and this is apparent in the quality of
this book. At GoodData, we leverage Zendesk to provide customer service across many
time zones, and as the needs of our customers increase, so does the complexity of our
customer service operation. A best practices book like this one not only simplifies the
administrative process, it also helps with getting the most value from the Zendesk tool.”
—Cliff
Cate,
VP Customer Success at GoodData
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“Cloud, mobile and SaaS are driving radical changes in technology business models.
Customer support models and expectations have changed too, and you need to be ready.
Stafford has led hundreds of top companies to successful next-generation customer
support. You won’t find a greater expert on practices and approaches for Zendesk-driven
customer support. If you’re responsible for a Zendesk deployment, get this book now.”
—Carson
Sweet,
Co-Founder and CEO at CloudPassage
“This book comes at the right point in time. We have already been using Zendesk
for more than a year and a half, and feel we have a very good knowledge of the
system, but this book provides additional hints and fresh insights into the system
that have been really helpful. Due to the rapid evolution of Zendesk, such a book is
ideal for beginners as well as old-timers.”
—Axel
Focht,
Head of Customer Service at Groupon UK, IRL & DK
“Eventbrite has grown leaps and bounds in no small part due to word of mouth
and world class customer service. Use of Zendesk has been a key component to our
success. Stafford’s book provides impressive additional insight into how we can use
Zendesk even more efficiently to assist our customers and will be a great resource
as our service organization grows.”
—Kevin
Hartz,
Co-Founder and CEO at Eventbrite
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Practical Zendesk Administration
Stafford Vaughan
www.it-ebooks.info

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