Helpbot, Slack bots and the future of work
Yesterday we officially announced our newest product, which is a Slack bot for interacting with Zendesk called Helpbot. It’s another realization of our efforts for innovating in the Customer Service space.
Our reasoning for building Helpbot went like this:
Most Zendesk users only use its very core functionality. This is a great example of the Pareto principle. This core functionality can easily be replicated, and probably explains why there are so many Help Desk SaaS competitors out there.
These are what we call casual users, meaning Customer Service is not their main responsibility. Casual users don’t spend much time on Zendesk and they don’t even keep it open. They just log in from time to time to check it. All in all, they’re not Zendesk power users and would be just fine using a much simpler support system. One that’s less complex, less cluttered with functionality and easier to...
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