“Business has only two functions – marketing and innovation.” – Milan Kundera.
I love this quote by Kundera because I believe that innovation is so important to any business, especially the tech industry. If we are not coming up with new ideas and figuring out how to make things better, then we are going to become irrelevant in this fast-paced industry. At the same time, you can’t forget or remove relationships from your business or they will die. So what is the balance for an Internet company like TXAD Internet? This is where our newest ideas and innovation come into play.
When I took over TXAD Internet I found that one of the many things we needed was an operating system, something that would keep everything organized and efficient while also being expandable and easy for our customers to use.
After researching a few products, I came to the conclusion that Zendesk was the best option for us. It met all the qualifications I needed for the system I was trying to put into place. It offers a “Help Desk” that operates as a self-help option, allowing our current and potential customers to find answers anytime that they need them.
For those that need help beyond the self-help feature, the main functionality that I was looking for comes into play. An easy to use and much needed ticketing system allows our customers to submit a help ticket and/or a ticket for making updates to their website and keeps track of when a change is made. Customers can view a history of their past tickets, therefore keeping up to date at all times.
From an internal perspective it will allow us to track how much time is being spent on each ticket, increase our productivity and allow us to set attainable Service Level Agreements (SLAs) so that our clients can know what to expect. This system will make us more productive, organized and hopefully increase our business year after year.
This new software will allow us to not only keep our clients updated with the latest information, but will provide us more time to spend working with our clients on an individual basis to meet all their online marketing needs.
This is just the beginning of what we are working on to continue to bring great customer service and amazing products to our clients. Steve Jobs said, “Innovation distinguishes between a leader and a follower,” and we are always working to be leaders in our industry and to stay ahead of the game.
TXAD Internet Services offers website packages, SEO, hosting, marketing and design briefs. For more information, visit the TXAD Internet Services website.