Not very strong with social channels. We use HootSuite for this.
Community forum. It works, but is very basic. There are no rewards / gameification built-in. Forum allows simple commenting, but we needed something much more robust: need to incent people to participate (answer 10 questions and you get one month of HootSuite free). We also needed to see things like top 10 contributors / leader boards, etc. Eventually we decided to use GetSatisfaction for this.
The main goal is customer service – to maximize customer satisfaction to the greatest extent possible. After any intervention with customers, by phone, email or via a ticket, we send out a short survey asking if they are satisfied with the response they received. Before we started using Zendesk, our metrics were terrible. Zendesk allowed us to tweak our processes and focus on the right things so that now the customer satisfaction metric is around 90%
• Great responsiveness. Once I tweeted a support query at 10pm on Sunday, and they got back to me almost immediately. Response times are great. They always get back to us within an 8-hour window. • Great internal communication. If we have a couple of different issues being worked that have been sent in through different channels (one is a tweet, the other is an open ticket), the person working the issue always knows about the other issue.
• The UI is very consistent across the product so training and learning how to use it are very efficient. The admin UI and the support technician UI are essentially identical, except that the admin UI provides access to more functionality. The administrator can easily provide more functionally to support staff by turning on features as appropriate. • Our knowledge base is also managed through Zendesk, and it’s very easy to assign rights to individuals for editing privileges, etc.
• Jira: Use Jira for bug tracking and it’s important for us to integrate with this systems so that we can see the status of bug fix progress without having to go and ask the dev team. The developers will also be cc’d on all inquiries about bug fix status to help them gauge urgency. We have not done this integration yet, but it is a high priority. • GoodData: Integration with this analytics package is pre-built and is part of the product. • HootSuite: We use HootSuite for support over Twitter, and worked with Zendesk to build out this integration. • LiveChat: This is very important for increasing resolution speed