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Browse: Home / zendesk

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It Doesn’t Really Matter When Your Competitor is Acquired.  (Except It Means You Weren’t.)

It Doesn’t Really Matter When Your Competitor is Acquired. (Except It Means You Weren’t.)

By Jason M. Lemkin on June 19, 2014

There’s a common bit of advice we entrepreneurs and execs always get:  worry less about the competition, and more just about growing your own business. It’s good, sound advice.  But man — it’s hard advice to follow.  Between your competitors’ 100 tweets about a day about however Everyone In the World Loves Them, their $50m […]

Posted in Entrepreneurship, Featured Posts | Tagged acquisition, Entrepreneurship, saas, startups, zendesk

Eating My Own SaaStr Dogfood:  Why I Invested in a Start-up With a Seeming 50+ Competitors

Eating My Own SaaStr Dogfood: Why I Invested in a Start-up With a Seeming 50+ Competitors

By Jason M. Lemkin on December 16, 2013

I was asked on Quora why I recently invested in Pipedrive. I thought I would share the answer here, because it ties together so many themes on SaaStr, from Lead Velocity Rate, to Room at the Bottom, to Getting from Initial Traction to Initial Scale. I’m making a bet here that everything I know, and […]

Posted in Entrepreneurship, Featured Posts | Tagged Entrepreneurship, Pipedrive, Quora, saas, SaaStr, startups, Storm Ventures, zendesk

OneLogin Launches Cross-Application Search

OneLogin Launches Cross-Application Search

By Ben Kepes on October 18, 2012

The announcement by Salesforce a few weeks ago that it was moving into the enterprise Single Sign on (SSO) space was both an excellent validation that sso across cloud and on-premise applications is needed, but also a rude awakening to the existing independent SSO vendors like OneLogin and Okta. While

Posted in Application Software | Tagged authentication, cloud computing, docusign, netsuite, okta, salesforce.com, single sign on, zendesk

Zendesk Scores New Funding Round and Updated Interface

Zendesk Scores New Funding Round and Updated Interface

By Ben Kepes on September 12, 2012

I’ve been writing about helpdesk provider Zendesk now for going on five years. Their original employee, and now APAC head, Michael Hansen, likes to tell the story about their first blog coverage (a piece I wrote for ReadWriteWeb) corresponding with the beginning of their hockey-stick growth. I don’t know about that, but I do know […]

Posted in Application Software, Entrepreneurship | Tagged assistly, Charles River, facebook, mikkel svane, ReadWriteWeb, Redpoint Ventures, San Francisco, vc funding, zendesk | 1 Response

Cloud’s Secret Sauce–Zendesk Delivers Best Practice Analytics and Customer Satisfaction Data

Cloud’s Secret Sauce–Zendesk Delivers Best Practice Analytics and Customer Satisfaction Data

By Ben Kepes on March 27, 2012

I’ve long said that one of the key benefits of cloud applications is the ability of vendors to aggregate and anonymize data from their users, and to offer this anonymized aggregated data back to users who can then derive insights from comparisons between themselves and other vendors. It’s an area fraught with concerns about commercial […]

Posted in Application Software, Featured Posts | Tagged Analytics, Customer Satisfaction, customer service, freshbooks, twitter, zendesk

Zendesk + edocr Makes Support Easier and More Repeatable

Zendesk + edocr Makes Support Easier and More Repeatable

By Ben Kepes on March 23, 2012

Part of running an effective customer support operation is giving people access to documentation that helps them provide the quickest possible resolution to customer issues. In a rapidly changing world this is actually much more difficult as it sounds as approaches, procedures and specifications change rapidly. A new integration between cloud content sharing service edocr […]

Posted in Application Software | Tagged edocr, zendesk | 2 Responses

Oracle Buys RightNow

Oracle Buys RightNow

By Ben Kepes on October 24, 2011

Last month it was Salesforce buying customer support solution Assistly. This month it’s Oracle buying RightNow, a more mature, but similarly positioned player. The deal, worth around the $1.5B mark, fills the void that Oracle had in terms of customer-facing engagement tools. While Oracle does have CRM on-demand, this acquisition

Posted in Business, Featured Posts | Tagged assistly, larry ellison, Oracle, Oracle Corporation, rightnow, RightNow Technologies, salesforce.com, zendesk

Salesforce Acquires Assistly… Anyone Else See a Disconnect?

Salesforce Acquires Assistly… Anyone Else See a Disconnect?

By Ben Kepes on September 22, 2011

News that salesforce has acquired service desk vendor Assistly in a move that many of us had an inkling about well before DreamForce – it seems that dotting the I’s and crossing the t’s of he deal saw it closing after the event. Assistly is a young company that is squarely positioned to compete with […]

Posted in Application Software, Business, Featured Posts | Tagged assistly, CRM, customer service, facebook, get satisfaction, salesforce.com, Service cloud, smb, twitter, zendesk | 1 Response

MindTouch and Zendesk Partner To Take Customer Service To The Next Level

MindTouch and Zendesk Partner To Take Customer Service To The Next Level

By Krishnan Subramanian on May 6, 2011

Image via Wikipedia MindTouch (previous CloudAve coverage), the provider of Help 2.0 solutions, and Zendesk (previous CloudAve coverage), SaaS helpdesk provider, joined hands together to announce a product which will bring MindTouch’s social knowledge base solution to Zendesk customers for free. This will help businesses offer an even more satisfying customer service experience for their […]

Posted in Application Software | Tagged briefs, help 2.0, helpdesk, mindtouch, technical documentation, zendesk | 3 Responses

Zoho Support: A Step Towards A More Integrated Suite

Zoho Support: A Step Towards A More Integrated Suite

By Krishnan Subramanian on November 14, 2010

Zoho (CloudAve sponsor since beginning. See past CloudAve coverage of Zoho related news here) last week announced that they are releasing Zoho Support, a customer care solution integrated with their existing business suite. This is one of the applications long sought out by Zoho customers (Accounting app is another one I could think off) and […]

Posted in Application Software, Featured Posts | Tagged zendesk, zoho, zoho support

Crowdsourcing for the Stars

Crowdsourcing for the Stars

By Ben Kepes on March 29, 2010

I posted late last year about how Zendesk (more on them here) had crowdsourced the translation of their application into different languages. At the time CEO Mikkel Svane commented that; Within just a few weeks of releasing the Zendesk internationalization tool we had support for more than 25 languages, and hundreds of customers had already […]

Posted in Design | Tagged box.net, zendesk

IT Management Made Simple With Zendesk And GroundWork Open Source

IT Management Made Simple With Zendesk And GroundWork Open Source

By Krishnan Subramanian on March 24, 2010

Image via CrunchBase Zendesk (see Ben’s previous coverage of Zendesk at Cloud Ave), an elegant and simple on-demand helpdesk tool, is now bundled with GroundWork Open Source (GWOS), a network monitoring appliance built on top of Nagios, to offer an enterprise ready IT Management tool. Enterprises are still reluctant to embrace SaaS wholeheartedly. However, we […]

Posted in Infrastructure | Tagged analysis, Enterprise, groundwork, gwos, IT management, open source, saas, zendesk

Admit Your Frailty and People Will Respect You

Admit Your Frailty and People Will Respect You

By Ben Kepes on February 24, 2010

So Zendesk (more on them here) had a bad day. Their Worst Day Ever. CEO Mikkel Svane’s face paints a picture: To quote from his post: …a planned hardware maintenance with our service provider exceeded the one hour service window with a whopping three hours. Monday morning we experienced unusual high email traffic, which tipped […]

Posted in Design | Tagged customer service, mikkel svane, zendesk | 3 Responses

T-Shirt Friday #30 – Zendesk #3

T-Shirt Friday #30 – Zendesk #3

By Ben Kepes on February 12, 2010

Everyone knows that professional conference goers like myself attend events not to listen to presentations, not to network but to collect schwag. Over the past couple of years I’ve done fairly well collecting tech t-shirts and I decided to create a weekly series critiquing tech companies t-shirt offerings in the expectation that a company with […]

Posted in Just for fun | Tagged gmtee, t shirt friday, zendesk

T-Shirt Friday #25 – Atlassian #2

T-Shirt Friday #25 – Atlassian #2

By Ben Kepes on January 8, 2010

Everyone knows that professional conference goers like myself attend events not to listen to presentations, not to network but to collect schwag. Over the past couple of years I’ve done fairly well collecting tech t-shirts and I decided to create a weekly series critiquing tech companies t-shirt offerings in the expectation that a company with […]

Posted in Just for fun | Tagged american apparel, atlassian, t shirt friday, zendesk

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