Tag Archives: zendesk

02/11/2011 Posted in Business 1 Comment

Customer Support isn’t Binary–On Zendesk Voice

By Ben Kepes

I spend a lot of time talking with technology startups about the way they engage with customers and prospects. Much of that time is spent explaining (in the nicest possible way) that, apart from a few select cases, most technology companies will eventually have to engage non technical users and

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24/10/2011 Posted in Business Leave a comment

Oracle Buys RightNow–MyPOV

By Ben Kepes

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

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22/09/2011 Posted in Business 3 Comments

Salesforce Acquires Assistly… Anyone Else See a Disconnect?

By Ben Kepes

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 the deal saw it closing after the event. Assistly is a young company that is

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13/09/2011 Posted in Uncategorized 2 Comments

ASP Isn’t SaaS. Is It?

By Ben Kepes
A month or so ago I was running a CloudCamp in Australia. As always it was a great event but was made more so by a fascinating exchange between two very different people. On the one hand was Michael Folmer-Hansen from SaaS customer support vendor Zendesk, who was attending his first CloudCamp after
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07/06/2011 Posted in Business Leave a comment

Standards Change the World–NetworkedHelpDesk Launches

By Ben Kepes

I spend a lot of time talking about the accounting software space and bemoaning the absence of a nice set of standard formats to ease transactions between different applications. Given this fact then I was pretty interested to hear about the launch of NetworkedHelpDesk.org, an initiative that seeks to create

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29/10/2010 Posted in Business 1 Comment

37Signals Catches FOSS Syndrome

By Ben Kepes

So, the blogosphere/twitterverse meme of the day is the incredulity everyone feels at the alleged price hike that 37Signals imposed on customers. This storm harks back to a similar storm that my friends at Zendesk suffered through a few months ago. I’ll not go into the did they/didn’t they argument

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20/10/2010 Posted in Business 1 Comment

NTR Brings IT Service Desk to the Enterprise

By Ben Kepes

I’ve been following service desk solutions for several years now – ever since I wrote the first review of Zendesk published in a mainstream blog (disclosure – the Zendesk folks have gone on to become good friends of mine and I also write for their Zengage blog). It seems I

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24/08/2008 Posted in Business, Efficiency, IT, New business, SaaS, Strategy, Web x.0 Leave a comment

The weightless economy….

By Ben Kepes

Just in case my post yesterday made people think that I’m a fan of manufacturing only I thought I’d post today about why the weightless economy is so attractive. I heard from Danish helpdesk software vendor Zendesk yesterday with the following image that shows the global spread of their custom

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24/06/2008 Posted in Business, IT, New business, SaaS 4 Comments

SaaS help desk solution…

By Ben Kepes

I came across Danish product Zendesk the other day. Zendesk is a SaaS delivered helpdesk solution that simply and effectively provides a helpdesk Fully customisable tickets RSS feeds for tickets and views Tagging of all helpdesk attributes Self-service portal for help desk users Tickets are email integrated Resolved tickets can

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The Author

Ben Kepes is an analyst, an entrepreneur, a commentator and a business adviser. His business interests include a diverse range of industries from manufacturing to property to technology. As a technology commentator he has a broad presence both in the traditional media and extensively online. Ben covers the convergance of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users. More on Ben

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