Writing down consulting stories

The idea of sharing the knowledge about the life a Zendesk consulting was on my backlog for a long time. And this year it's finally coming to life. What you can expect to read here are:

• Best Practices
• Horror stories
• Cool Tricks
• Crazy Tricks
• and many more

Having the opportunity to work with the top LATAM companies in Zendesk implementations from ground zero, migrations from other systems, all the change management anxiety of calming down customer and explaining that everything will be fine. From all of those, fixing messy Zendesk implementations is the most satisfying one and it renders the best memories to share with the young consultants. (Remember the Zendesk moto: A minute do learn, a lifetime to master).

This blog also shares some "enhanced" Zendesk implementations, with software engineering features (Python for most examples). If you are into racing video games, imagine that a pure Zendesk implementation, with only admin configs is the analog to a racing car on auto shift and auto break toggle on. If you really want to extract that extra performance, you need to shift and break manually. In Zendesk terms, this is the equivalent to having your own middleware, where you can implement more complex business rules and integrations with any external systems.

For now, just enjoy the ride. After working with many different CRM systems, Zendesk is definitely one of the top CX platforms available, have a very rich API system and for the front-line agents, a very intuitive tools that helps the customers of our customer being well served, as every one should be. But also remembers, without Smart People and Good Processes, there's no tool in the world capable of pulling miracles. I saw a lot of heat of customers blaming Zendesk, but the tools were never the issue (specially when a customer is on their 4th CRM tool in a span of a few years). Trust the people, trust the process, and any CRM will do the rest. Zendesk just make it more easy to accomplish that.