Hover, Inc., Zendesk and ScreenSteps Live
Hover
How do ScreenSteps Live and Zendesk together help you improve your business?
Zendesk provides us with elegant web-based ticket management software and self-service community support forums. All of our customer support email messages are handled through Zendesk.
Our product knowledge base and help tutorials are hosted by ScreenSteps Live. Simple step-by-step lessons created with ScreenSteps provide our customers with intuitive visual guides to using our products and services.
Hover customer advisors frequently reference our ScreenSteps Live lessons when answering customer support tickets. For most people, visual guides are much easier to follow than text only email support responses. For first contact resolution, I’d rather direct my customers to http://about.hover.com/outlook2010 than send them a lengthy email with text-only instructions. It’s much easier to get it right the first time if you provide customers with clear directions!
ScreenSteps Live and Zendesk is the best combination since peanut butter and jam!
Why do you use ScreenSteps Live with Zendesk instead of just using the Zendesk knowledge base?
ScreenSteps Live makes it easier to publish, organize, and maintain up-to-date help documentation. The screen capture and image annotation tools are the real trump card. It allows us to create new tutorials in just a few minutes. In our business, it’s critical to publish and update help documents as quickly as possible so we can keep up with the rapid pace of our development team, and many third party software applications we need to support to help our customers. We can’t do this using the Zendesk knowledge base alone.
How do your customers respond to your ScreenSteps Live site?
The comments speak for themselves:
- Great job! Worked perfectly the first time.
- This step by step made me glad I made the switch to Hover. In addition, both Customer Service people I spoke with today were extremely friendly, helpful and knowledgeable.
- Great tutorial…very clear, and very effective. Thanks!
- Great tutorial … I waited to the last minute but was able to get it all done in one sitting anyway. Without this guide, would have not been able to figure out on the fly the hoops through which to jump and would have ended up having to renew with the GoDaddy another year. Thanks again!
- Superb instructions! Simply superb. The new management “gets it.”
- great instructions. simple. to the point. intuitive. love everything thus far. :)
- great, best instructions ever as said before thanks!
- thank you! the instructions work well, set up Windows Live Mail in just a few minutes!
And that is just a small sample of the feedback we have received from our customers.
Hover, a Tucows company, is a service that provides Domain Registration, Domain Forwarding, DNS and Email services to wide range of customers. Learn more about Hover at http://hover.com.
