Tag Archives: zendesk

February 7, 2013 Posted in Business Leave a comment

Appsecute Launches a DevOps Focused Social Stream

By Ben Kepes

Exciting times at Appsecute at the moment as the team begins to unveil its new vision for the company. When the company first started (and, for anyone not aware of the fact, I’m an investor and board member) our vision was to provide a single place to manage all the

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November 6, 2012 Posted in Business Leave a comment

Zendesk Launches Voice for New Zealand Customers

By Ben Kepes

Exciting news for New Zealand customers of Zendesk (disclosure – in the past I’ve done a small amount of consulting for them) who, from today, will be able to join Zendesk customers in other counties in utilizing Zendesk Voice. Zendesk voice (my writeup here) gained a lot of attention a

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October 18, 2012 Posted in Business Leave a comment

OneLogin Launches Cross-Application Search

By Ben Kepes

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

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September 12, 2012 Posted in Business Leave a comment

Zendesk Scores New Funding Round and Updated Interface

By Ben Kepes

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

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September 10, 2012 Posted in Business 2 Comments

Citrix Acquires Beetil – Great Result for the Wellington Heroes!

By Ben Kepes

The web-based helpdesk space is pretty busy – but while big names like Zendesk and Assistly (now help.com desk.com) get most of the attention, a little battler from Wellington, New Zealand has been quietly building out its product. That commitment has paid off with the announcement today that Beetil is

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March 27, 2012 Posted in Business Leave a comment

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

By Ben Kepes

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

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March 23, 2012 Posted in Business 2 Comments

Zendesk + edocr Makes Support Easier and More Repeatable

By Ben Kepes

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

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February 20, 2012 Posted in Business Leave a comment

It’s All About Sharing–Xero Delivers A Community Hub

By Ben Kepes

One of the things I’ve learned over the nearly 20 years that I’ve been in business is just how valuable the peer network is to businesses. This understanding was part of the rationale for introducing the CloudU program and in particular the LinkedIn community – it’s a chance for people

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November 2, 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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October 24, 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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The Author

Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. Ben covers the convergence 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.

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