Customer Service and Helpdesk

I spoke today with John Hancock, Managing Director of an Australian based  and a leading publishing house supplier of websites for independent newspapers, including Australia’s National Publishing Association and the Australian government’s Defence Newspaper Group.

EzyMedia provide the hosting platform and consultancy services to by bringing to the table 10 years of print media experience combined with online expertise in bringing small and medium sized publications into the “new media” realm. John is a dynamic entrepreneur with valuable experience in starting and growing media based business. He talks in this interview about his recent brave step to suspend sales and marketing to focus on back office functions of the business during a critical growth stage of the company.

With a significant amount of new business coming their way from the USA, John was faced with handling customer service requests across time zones so they are implementing a helpdesk and ticket system that allows them to efficiently service client requests while also compiling all captured information into a Knowledge Base to facilitate better self-service of ‘typical’ problems.

John talks about his experience with Comm100 and Zendesk systems as well as OGG Chat.