ClickDesk Review – Customer Support System for ClickBank Vendors

Transcript (Scroll down to read the interview)

Miles Baker: Hello. This is Miles Baker with ClickScoop and today, I have Jacob Hiller on the line with a product called ClickDesk which integrates with a product called Zendesk and ClickBank. What they allow you to do is basically do a complete support system fully integrated with ClickBank’s ticketing system so that as a vendor, you can provide quick, easy customer support all through one interface.

So without further ado, I’ll go ahead and start the interview. What made you decide to create ClickDesk?

Jacob Hiller: Well, we created ClickDesk to support our own customers. We have our own product. We’re ClickBank vendors and we just noticed that there are lots of bottlenecks and there are several problems with doing email support. Our customers also were very needy because it was kind of a coaching program so they had lots of varied questions. It just was something we built up on our own and then eventually other people wanted it. The need kind of created our own desire to market the product as well so just something – we’ve kind of scratched our own itch, so to speak, and started selling it to others as well.

Miles Baker: Excellent. That seems to be one of the best ways to create products. OK. Is ClickDesk for big vendors or can small vendors use ClickDesk too?

Jacob Hiller: Well, ClickDesk is really for any size. It’s ready to take on very small, agile vendors who are just wanting to do a quicker, faster job themselves. It’s also ready for larger organizations whom I have 5, 10, 15 members of staff working on the support desk. So for either one, it’s going to be the ideal situation for supporting customers.

Miles Baker: Great. So as a ClickBank vendor, why would I want to use ClickDesk as opposed to using just email support or the ClickBank ticket system?

Jacob Hiller: Well, with email, if anything goes through the spam filters, yours or theirs, all of a sudden, you’ve got an irate customer who thinks you don’t care and not taking care of them. Also with email, it’s something that’s difficult to automate. It’s difficult to staff. It’s just not very scalable or expandable for someone who’s looking to do either very efficient customer support or scale their customer support. The ClickBank ticketing system really kind of creates a bottleneck for most people because they have to go and log in to the different system and there’s really too many portals to deal with in that situation.

Miles Baker: One feature I like is the ability to create pre-defined replies and also a knowledge base. Zendesk works with ClickDesk. Is that correct?

Jacob Hiller: Yes, ClickDesk is built on top of Zendesk. So as you’re answering replies, you can just automatically make those replies future templates or future forum topics so it just kind of goes with the workflow.

Miles Baker: So with Zendesk, yes you could create a forum or like knowledge base pre-defined answers that your customers can find specific to your product so that you end up answering actually less tickets or less questions.

Jacob Hiller: Exactly. The way we have it set up, when they ask a question, they’re showed the potential answers before they even send the ticket so a lot of those are what we call deflected tickets, better for you and better for the customer.

Miles Baker: So I would say that anybody doing customer support more than a ticket or two a day or even at that level, if they expect to grow their business, should begin to automate their customer support as much as possible. It seems like Zendesk and with ClickDesk, it’s an easy way to do that. Now is ClickDesk a hosted solution and Zendesk? Is that something I have to install on my own server? How does that work?

Jacob Hiller: It’s a hosted solution so as soon as you purchase it, it’s basically already set up. There’s nothing to install. That’s all taken care of.

Miles Baker: Wow. So how hard is it to integrate ClickDesk, Zendesk and ClickBank together?

Jacob Hiller: Well, from our end, I mean the programming was obviously very hard but for you to install your own system, as far as make that integration possible, you have to enter a few fields and it’s not very hard. Most people have not had any problems but if you want us to install it, we do the installation at no extra charge.

Miles Baker: Excellent. How can customers reach you if they need support?

Jacob Hiller: If customers need support for the ClickDesk, they can reach us at our own support desk which is at NewProfession.ZenDesk.com which is also available at TheClickDesk.com.

Miles Baker: And it is a monthly subscription just like Zendesk.

Jacob Hiller: It is. Yes. So our system is $35 a month and that’s for as many accounts as you want. I mean there’s not like per account or per agent or anything. It’s just a one-time fee for the whole integration and we’re constantly improving integration. We’re going to be adding things like being able to see if your product is already shipped or the shipping status of your product from within the space. The whole point is to just take everything, put it in one location and make any action you want to do a click or two away so that it’s just very easy to execute and to oversee.

Miles Baker: Excellent. Yes, it sounds very reasonable. Anything that can save you or your support team time is always worth it. Excellent. Anything else you would like to share?

Jacob Hiller: I would just say one of the biggest things for me was when I started, I was doing email support and spam filters were just killing me. If my email went in somebody else’s spam filter, I had an angry customer and I had somebody who didn’t think I cared about him, somebody didn’t answer their question.

So this is just another way to avoid that because people get ticked. I mean they get really angry, when they don’t get that email even though you responded right away, because of their spam filter and it usually does because you’re sending out more emails than most people because you’re doing support from that domain. It’s just a way to avoid that and that’s just another one of the perks. So if you have any questions, anybody has any questions, feel free to stop by or send me an email.

Miles Baker: All right. Excellent. Thank you for your time today, Jacob.

Jacob Hiller: OK. Thanks, Miles.

—End of transcript—