Blip.Tv Handles Growth with Zendesk
Blip.tv is a platform for web show creators to host and distribute videos for free. Since 2005, Blip.tv has grown rapidly from a business with only two users to a successful business with over 50,000 hosted shows and 96 million monthly views. This growth comes with new costs and responsibilities, including an influx in customer inquiries.
Blip.tv’s staff is a small startup company, with only thirty individuals able to provide support for the platform’s 44,000 users. For most growing companies, customer service can get pushed aside as new responsibilities and tasks arise. Blip.tv wanted to avoid neglecting their customers, which is why the company sought out Zendesk, a customer support and help desk company. Dina Kaplan, the co-founder of blip.tv, said, “We call customer support the operations of blip.tv. Our dedication to customer service is how and why blip.tv has been successful.” The customers are why Blip.tv is so successful and abandoning them would dramatically hurt the company.
One year ago, Blip.tv did not have a consolidated content support system. Blip.tv had two systems- one for support and another for customer feedback. The company needed a single solution to engage their customers better and to listen to customer ideas, requests and general feedback. Last year, Blip.tv started using Zendesk. Tom Reynolds, Blip.tv’s Content Relations Associate, said, “By the end of the first day using the software, we knew Zendesk was exactly what we were looking for.”
Zendesk is a growing help desk solution company that was only founded a few years ago, in 2007. Zendesk serves over 5,000 businesses, including Blip.tv. Zendesk is useful for internal and external support. The ticket management system that Zendesk provides is innovative and useful. Mikkel Svane, the CEO of Zendesk, said, “Customer support solutions have been out there for many years, but they haven’t been glamorous. We are revolutionizing this area.”
With Zendesk, Blip.tv is able to live up to its company policy that states that no email will go unanswered for more than 24 hours. Tickets are managed better because Zendesk assigns, routes and escalates tickets ensuring that they all get answered in a timely and efficient manner. Zendesk even offers Twitter integration with “twickets”, or tickets submitted through Twitter. This revolutionary advancement shows how Zendesk adapts to modernization. Zendesk continuously updates the features of its help desk and offers these updated features for free to its current customers. Blip.tv appreciates this because it ensures that the help desk solution will stay up-to-date.
Zendesk is an affordable solution. The pricing of the company’s help desk depends on the size of the business. Zendesk even offers a free 30 day trial to test out its product. Read more about Zendesk’s solution on its website.
No commentsZendesk iPhone App: Help Customers On-the-Go!
Are you a support desk agent who needs to access your help desk system from your mobile phone? Well, look no further because Zendesk, a web-based help desk software provider, just announced that they updated their Zendesk iPhone application with iOS 4 compatibility. Zendesk has a customizable customer support solution that is easy to integrate and use. Zendesk’s inexpensive product is for IT departments who have to handle customer or employee inquiries, questions and complaints. The Zendesk iPhone application is ideal for IT administrators who want to access the help desk database on the go with their mobile phone.
Zendesk’s iPhone application has a number of features, including multitasking support and high resolution graphics for the iPhone 4. Users can view, update and create new tickets on their iPhone. Even configure ticket fields or add follow-up comments to the requests. The Zendesk iPhone application shows you who the ticket is being monitored by, requested by, when it was requested, the real-time status, the type of inquiry, the priority level and who the ticket assignee is. Users can also modify the ticket fields. The iPhone app has an easy to use interface so it is fast and easy to check the status of tickets.
One of the coolest things about this Zendesk for iPhone application is that it has Twitter integration. Zendesk tickets submitted through Twitter, known as “twickets”, are uploaded onto the iPhone application. Users can tweet back to the person who submitted the twicket either publicly through Twitter or privately through direct messaging.
Stay updated on customer requests with the real-time access to Zendesk on your iPhone. The best part is that Zendesk is a free iPhone application! Assuming of course, you already have a Zendesk account. This mobile support ticket application will definitely come in handy and allow you to provide the best customer service possible.
If you are interested in learning more about Zendesk or the Zendesk iPhone application go to their website. You can buy the Zendesk iPhone app on Apple’s iPhone App store. Check out the video below to see up close the features of this iPhone app.
No commentsWhy Help Desk Software…Helps
Help desk software is a necessary improvement in customer support. Service that relies on direct phone contact is inefficient and unpleasant. Effort is wasted when call representatives must handle a multitude of questions without prior information, in a process repeated with each customer. Any information sought by caller support is done after the fact, through multiple spreadsheets and databases with a pen and paper. Perhaps another phone call has to be made to clarify certain information, and the customer is delayed even longer.
Alternatively, help desk software takes advantage of available customer information to give immediately personalized support. The design of help desk software makes for more efficient data centers that pull up relevant, organized customer information. Web-based help desk software with cloud computing can retrieve this information quickly from single locations. Regular errors brought up by frequent customer calls can be tracked more easily. These efficiency solutions reduce costs and the number of representatives required to manage the help desk.
Help desk software also brings in new tools and ways of support. Additional, web-based media can aid customers: email, video, graphics. Menial, software-based support, like software updates, is readily given. Online business portals allow for self-service, automatic updates, customer postings, comments, and even social networking connectivity.
No commentsContact Center Virtualization with Siemens OpenScape V8
Siemens has announced an upgrade of its OpenScape Contact Center. The Version 8 (V8) release will be available to the public on May 18th with virtualization from the server and client directions. The V8 upgrade will also be compatible on any device with a USB port, including netbooks and smartphones.
The new virtualized servers allow data centers to use a software-based contact center solution. The new solution will help to optimize server load and reduce the cost of disaster recovering planning. Using hypervisors, the V8 IT software allows for multiple operating systems and application software to run on the same physical server.
The open solution enables easy deployment, simplified management and cost savings through server consolidation. Through a partnership with VMware, the software and server virtualization company, Siemens is able to run different operating systems on the same physical machine. This will allow data centers to deploy software in a way that will balance workloads instead of segregating software per operating system. “If you think about a server in a conventional way, you would have one application on a server running Linux and another running on a Windows server” explains Ross Sedgewick senior director at Siemens. “Virtualization allows you to spread those applications evenly over multiple servers.”
Virtualization will also allow companies to load their contact center software onto data center machines, instead of having to add onto proprietary hardware at each location. The physical barrier between the contact center and the data center will be eliminated.
The V8 update also offers a web-based agent interface. Users can still used the windows-based client, but have the option of deploying the contact center solution through a browser as well. The web-based agent interface will allow contact center agents to view real-time availability of enterprise workers. Through the agent interface, companies can promote team-wide collaboration to optimize customer service.
OpenScape Contact Center V8 also has Interactive Voice Response (IVR) capabilities. The capabilities are only available on the software and entirely SIP-based. The company boasts that IVR functionality will lower costs instead of using more expensive proprietary hardware. “With this latest version of OpenScape Contact Center, not only do we provide Web-based desktops and an integrated IVR to bolster the classic contact center goals of productivity and customer service, we provide IT with the flexibility to meet business goals quickly and cost effectively,” said VP and GM at Siemens Enterprise Communcations, Scott McDonald. “Since it is optimized for virtualized environments, it gives IT managers increased deployment flexibility and easier management, all while saving money.”
For more info visit: www.siemens-enterprise.com
No commentsWeb Help Desk Announces Integration with Microsoft
Web Help Desk announced its recent integration capabilities with Microsoft products. This new integration should be a benefit to both Web Help Desk and Microsoft users as it provides automated updates from Microsoft’s software database to the Web Help Desk Software.
The simple integration between the two should help reduce the costs for many companies as it satisfies a need many organizations were previously looking for. With automated updates, companies don’t have to dedicate more costly time and resources to their software platforms.
Web Help Desk continues to show its commitment to cross platform stability and compatibility. As the economy continues to deteriorate, Web Help Desk is taking the steps necessary to make life easier on its users through the introduction of newer features and ideas designed to simplify the workload for its customers.
By working together with Microsoft, Web Help Desk can also focus in on existing Microsoft customers as potential Web Help Desk clients. With this new integration, this has opened up Web Help Desk to another list of prospective customers who could utilize Web Help Desk’s services. In trying times like these, Web Help Desk’s approach is both smart and forward thinking as they look to expand their customer base.
No commentsFowlers Decides on Numara Track-It!
Fowlers, a leading business in motorcycling, decided upon Numara Track-It! 9 to help manage its many operations. Fowlers was able to quickly and easily implement Numara-Track-It!. Although it is still relatively new, Fowlers expects to see a dramatic improvement in its operations from the use of Numara Track-It!.
In providing support to over 100 users, Fowler found it necessary to streamline its operations with and update its method of dealing with internal IT issues. With Numara Track-It!, Fowler was able to successfully resolve hundreds of IT inquiries from multiple locations within its organization.
Fowler decided to implement Numara Track-It! due to its TCO. As Fowler continued its expansion, it became necessary to look for a solution that facilitated this growth as it founds its previously used solution was not meeting the needs of its growing organization. It became too costly to continue using the prior solution and Fowler needed another solution that would fit its needs. Eventually Numara Track-It! was selected due to its change management capabilities as well as its price. With Numara Track-It!, Fowlers is able to get many of the same features other providers offer at a lower price.
Fowlers is extremely happy with its selection even though it has only been a small timeframe. However, Fowlers definitely sees the vast capabilities of Numara Track-It! and hopes to soon be able to utilize Numara to its maximum potential.
No commentsHelp Desk Software Vendors Gives Away Software to Charities and Open-Source Projects
Kayako, a leading vendor of help desk and CRM software is providing its full line of help desk software solutions for charities and open-source projects for free! Kayako’s commitment to social responsibility and helping others has helped them decide to make this very generous offer.
With the use of Kayako Help Desk software, charities can become more focused upon customer service and reaching out to those in need. With the use of Kayako’s popular Help Desk and CRM solutions many organizations who were previously unable to even consider Kayako’s popular solutions can now utilize them for free to help them enjoy even more cost savings.
With the free license, Kayako will also provide organizations with free technical support for a set time period and free licenses to some of Kayako’s other popular solutions.
This offer is also open to open source projects. Kayako realizes the contribution these organizations make to the software industry and are doing this as a way of paying these underpaid developers back. Kayako’s generous offer in these troubling economic times is a breath of fresh air for many of these struggling organizations. With Kayako’s contributions, it is hopeful that they can continue to do good work and provide the much needed services that many people have come to rely upon from these charitable organizations.
No commentsLiveTime Hopes to Expand Reach With Spanish Reseller Partnership
LiveTime is a Leading Provider of IT Service Management and Help Desk Software. LiveTime hopes to establish a foothold within the Spanish Market as it signed a partnership with Spanish IT Consulting Company G2 Gobierno y Gestion de TI. G2 will resell LiveTime Service Manager and Help Desk in Spain.
LiveTime hopes this partnership will expand its reach outside of its traditional target audience. In expanding to a Spanish Market, LiveTime hopes to fill a void it sees within the Spanish market. G2 also is extremely excited about this new partnership. With LiveTimes focus on simplicity and functionality, G2 sees great promise with LiveTime’s Help Desk Solution within the Spanish Marketplace.
LiveTime and G2 are hopeful for a long and successful partnership between the two companies. With a similar commitment to the service management industry, LiveTime and G2 looks to be a strong partnership that will enable LiveTime to succeed within the Spanish marketplace.
No commentsNYC Takes Control Over its Help Desk Functions with BMC Software
With government budgets continue to spiral out of control with excessive spending and poorly designed budgets, it has become necessary for local government to adopt cost saving measures. While governments are notoriously known for wasteful spending and inefficient allocation of resources, NYC hopes to change the public’s perception.
NYC traditionally let each city department manage its own IT services. This led to overspending as well as inefficient services. A lack of centralization made oversight extremely poor and government operations were largely hindered by this poor design. NYC had trouble keeping up with the massive amount of inquires and support requests its received, with many of these same requests being lost in the shuffle. NYC finally decided to take a stand and changes its IT infrastructure. Rather than being reactive, NYC decided to become proactive when dealing with its IT issues.
NYC decided upon BMC Software’s Remedy Solution to help manage all of its help desk needs. With a centralized database, the IT Department now can readily access much needed critical information quickly and easily. In addition, its new centralized ticketing feature should allow for rapid resolution of incoming tickets. Improved tracking will also help ensure that all support requests are handled in a timely manner. Lost tickets will no longer be a viable excuse.
With the introduction of BMC Software’s Remedy Software Suite, NYC has seen a dramatic improvement in the effectiveness of its IT Department. It has also simultaneously reduced the costs necessary to run it. With this new system, the help desk can handle multiple modes of communication in a relatively easy manner. BMC Software has provided the tools necessary to help NYC successfully run and manage its own IT operations. With continued improvement in its operations thanks to Remedy, NYC hopes to continue to provide higher level of service and an increasingly lower cost!
No commentsHelp Desk Provider GWI Software Assists with H1N1 Swine Flu Virus Tracking
GWI Software provider learned that its c.Support Help Desk software platform was being used in an unusual way. The CDC was apparently using it to assist in tracking the H1N1 virus outbreak in the United States. Although the creators of the c.Support platform were surprised by this unusual case, they can’t say they’re surprised.
c.Support was designed as a powerful yet flexible help desk tool. Its customizability allowed it to be tailored to many unique and very specific processes which is probably why the CDC found it feasible to use c.Support in its operations. GWI Software is proud of c.Support’s ability to adapt to different situations and is pleased to know that it is being used in an important role in ensuring public safety.
GWI Software continues to be a leading provider of help desk support software and IT support applications. Its highly customizable service platform is popular amongst companies in a variety of different industries. With thousands of deployments worldwide, GWI Software continues its growth and expansion into one of the leading help desk providers.
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