Posted on Leave a comment

Customers can be difficult. Your software shouldn’t be. Meet Zendesk.

Meet Zendesk. A no fuss. No installation. Minimal learning curve. Customer experience, communication and case management application.

Created back in 2007, Zendesk has gone from strength to strength and is the #1 help desk ticketing system used by major organisations across the globe.

Zendesk allows your customers to contact your business via multiple methods and forces your Agents (staff) to adhere to solid SLA (service level agreements) for your customers.

Offer your customers good service (of course) or charge a premium and offer VIP services.

The choice is yours. And the channels of communication are vast also. Some like to email. Others prefer a form on your website. Maybe a phone call? Voicemail? How about SMS. Wait. Whatsapp? Facebook Messenger. As you can see, there are plenty of ways your clients can contact you.

Zendesk also has Triggers which enable you to automate triage between workloads and to the right people in your business.

Zendesk is a suite of multiple products.

  • Zendesk Support for ticketing
  • Zendesk Guide for articles and self service
  • Zendesk Chat for live text conversations
  • Zendesk Explore for advanced reporting to make informed decisions
  • Zendesk Talk for voice and Contact Centre
  • Zendesk Text for SMS communications
  • Zendesk Sunshine for creating your own CRMS

Zendesk also has a wide variety of plugins that add even more functionality. With it’s incredibly powerful APIs every integration is possible.

From just $5 per month to get started. Check out Zendesk today.

Posted on Leave a comment

More BI, less BS with Microsoft PowerBI

Microsoft PowerBI is a business intelligence platform created by Microsoft back in 2010. It allows you to import information from any source data CSV JSON XML SQL or any other data and view it as Reports or Dashboards – it’s available as web app, a desktop app for windows only or a mobile app for iOS. Cost is roughly $13 Australian per month per user and it allows you to do more BI and less BS with the data of your organisation.

Posted on Leave a comment

Get a DDOS of this!

Have you ever tried to visit a website that you know exists but it doesn’t load? Of course you have.

What do you do next? Check your wifi? Check your network cable? Google it and let google take you there? Double check the spelling of the site? But it must be right. You had it bookmarked. Your browser had the url cached.

What causes this when all else is fine at your end is either a under provisioned service because the owner didn’t such high traffic or more likely malicious agency is conducting a distributed denial of service attack. But what exactly does that mean and can that be prevented?

DDOS is when a hacker commissions a army of servers from all over the world aka Botnet to make requests to a server continuously so when a real visitor attempts to make a request the server is preoccupied trying to respond to unnecessary requests.

One way to counter DDOS is by using services such as Cloudflare, Cachefly or similar services which are designed to detect abnormally high traffic and from known dodgy IP addresses. It blocks them in their tracks and blocklists them.

Some lesser known affects of DDOS is the increase of cost of services. When a Botnet takes your server for a ride, it’s not free. Most professional and organised businesses setup auto-provisioning which basically means more servers spin up to deal with the demand. But if the Botnet is also decked and specked with the best – it will no doubt create a temporary demand that will increase your spend if not max it out totally.