What to Look for in A Zendesk Partner

Zendesk is world-renowned for its customer support features and benefits. Now that you have made the choice to dramatically improve your customer support capabilities, how do you choose the right Zendesk partner? What type of relationship should you have with a Zendesk solution provider? And, what’s the best way to collaborate for a successful Zendesk implementation? We answer these questions – and more – below.

Verifiable References

If you need a Zendesk solution and implementation partner, then it is vital to find a provider with verifiable references. Your best proof of a successful relationship is through the testimonials of satisfied clients. You want to ensure that your Zendesk partner is well-equipped with the right technical skills and adherence to both quality and compliance. Not to mention, you want a partner who will not only meet your Zendesk solution requirements but who also has the ability to customize your platform.

Experience

When you have pressing business, and customer experience needs, the last thing you want is to be your Zendesk partner’s guinea pig. Who has the time to go back and re-configure misappropriated installations and implementations? Do you really want to have an installation fail due to your partner’s lack of experience?

Instead, you want a partner who is well-versed in the latest Zendesk implementation methodologies. They should be able to simplify the process to enhance the potential for a long-term relationship. Not to mention, they should be able to offer competitive and reliable services and pricing.

Adequate Capacity

You also want a Zendesk partner who has the capacity to meet your expectations. Some partners may take on too much because they want your business, but ending up missing all their deadlines because they are overextended. As a result, it is important to ensure your new partner has the capacity to meet your needs, requirements, and deadlines. Plus, verify that your partner has the right equipment and training for successful implementations with the ability to scale.

Clear Communication

It’s essential to find a partner who is available to listen to all your expectations before and during the implementation process. Clear, and effective communication ensures better overall collaboration. The only way to identify the best solution is for you, and your Zendesk partner, to engage in open and continuous communication. You don’t want a partner who goes missing when you need them the most.

An Understanding of Your Needs

Even if a partner has a wealth of experience, you don’t want them to roll over your needs. Their experience might not always match up with your company’s unique requirements. So, it’s important to find a partner who not only has a history of experience but is also open to understanding your project needs. Your partner should have the ability to offer the most relevant solution aligned with your current and future business objectives. They can offer guidance, but they should also ensure the solution is a match for your company’s daily routines.

Availability

Your partner should be a match for your routines and be available when you need them. With the aid of instant messaging and real-time project management portals, they don’t need to be in your exact location but they should be available for important meetings and discussions. So, time zones aren’t the most important factor as long as your partner is available when you need them – within reason. At the same time, they should be able to communicate effectively in your preferred language.

Final Thought

There you have it, several characteristics to look for in a Zendesk partner. Of course, these are not set in stone. Every organization has unique needs, and some of the factors above may be more important than others – depending on what matters most to your business. On the other hand, there are basic requirements such as experience and availability which should be critical for everyone.

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