Category: digital pr

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Books Digital marketing digital pr online pr tech pr Technology PR

Influence Engine Optimisation (IEO): the future of PR?

(This article first appeared on the CIPR Conversation)

Mark Schaefer’s recently published book – Return on Influence – is a good primer on the emerging world of social scoring. He looks in great depth at the various social scoring platforms such as Klout, Peerindex and Kred as well as some case studies about how brands and individuals are using (and misusing) these new tools.

Schaefer’s view of social scoring seems to be that – love it or loathe it – it isn’t going away.

As he says: “The implication is that a numerical marker of authority such as a Klout score can have a legitimate impact on people’s opinions about status and influence even if the score doesn’t necessarily reflect offline reality or the system can be gamed. The whole philosophy is that your online reputation, or your capacity to influence, your probability to influence, is going to be increasingly defined by metrics. There’s no doubt about that trend.”

He advocates that although Klout and its ilk are by no means perfect, they are getting better all the time. And it ill behooves those in the worlds of PR and marketing to ignore it.

He also has an interesting definition of online influence as measured by Klout. Namely, that a Klout score is a reflection of an individual or brand’s ability to move content and initiate action amongst an online audience.

He uses the example of Justin Bieber. Many critics point to the fact that Bieber has a Klout score of 100. Barack Obama by contrast scores 91. Does that mean the young entertainer is more influential than the President of the United States?

No, says Schaefer. It simply means that Bieber’s ability to move content through his online network is supreme. When he says click, his audience clicks. The President’s audience doesn’t quite respond in the same Pavlovian manner (which may be no bad thing).

Whether you accept this definition of influence, it does perhaps suggest that it would be unwise to dismiss the concept of social scoring out of hand in this context.

But what if we take this a step further. Klout has been described as an Influence Engine. Schaefer muses in the book about the potential rise of “Klout coaches” – individuals or agencies who will provide services to help improve your Klout score. In which case, will we see the emergence of Influence Engine Optimisation consultancies who will perform a similar role to an SEO agency in the world of natural search rankings? Will PR professionals be tasked with managing reputation via influence – and thus turn themselves into Influence Engine Optimisation specialists?

Or is it the case as Brian Solis argues this week that Klout and PeerIndex don’t measure influence at all?  You decide.

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Digital marketing digital pr General PR online pr

Is PR still living in the 1980s?

(This post first appeared on the CIPR Conversation site.)

Someone showed me the slide deck for a new business pitch from a very well respected PR firm this week.

The thing that surprised me was that other than one token slide about SEO (which clearly betrayed a lack of understanding of the subject) and a reference to blogging, the kernel of the proposition boiled down to writing press releases, pitching stories to journalists, and organising press meetings. Social Media? What’s that? (I was also bemused that nearly a quarter of the budget was going to be allocated to “account management” – even though there was absolutely no detail as to what that actually meant or entailed for the prospective client).

This proposal could have been written 30 years ago – maybe even longer.

But is that necessarily a bad thing?

On the plus side, the agency concerned is clearly doing well (as attested by their recent financial performance).  And if this pitch proposal is representative of their approach, then it would seem there are plenty of client companies out there still happy to consider this kind of traditional PR approach.

So are skeptics right to argue that they don’t need to be paying attention to the calls from people like me to invest more in new skills based around social media, SEO and analytics?

I think the honest answer is: no.

For a start, the agency above are clearly an exception not the rule – certainly in the sense of continuing to be profitable by ostensibly selling the old wine of traditional media relations in a new bottle (with a thin digital label).   The more prevalent message I hear from the world of PR consultancy is that clients are shying away from media relations-only solutions – or at the very least, they aren’t prepared to pay as much for pure press relations as they might have done in the past. Digital expertise and integration is needed now – and the demands on PR consultancies and in-house teams will only get ever greater.

Perhaps some in PR are suffering from what psychologists call hyperbolic discounting:  taking what you see as the sure thing in the present (media relations) over the caliginous prospect some day far away (biting the bullet on digital). Or perhaps the affliction is “present bias” – being unable to grasp what you (your clients) want will change over time, and what you (your clients) want now isn’t the same thing as what you (your clients) will want later.

Either way, I strongly suspect that the kind of new business slide deck I saw this week doesn’t have as long a shelf life as some might think (or want).

Have a hyperbolic weekend.

Andrew Bruce Smith and The Conversation team

Please note, this Conversation Roundup is written in my own capacity.

I am not a spokesperson for the CIPR.

 

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Digital marketing digital pr General PR marketing online pr tech pr Technology PR

PR = reputation management. Really? Who are we kidding?

(This post originally appeared at the CIPR Conversation).

The launch of the VMA Group’s Business Leaders in Communications (BLCS) 2012  study stirred up some heated debate this week. Much of the ire was directed at the apparent lack of interest in social media by senior communications directors. According to the survey, a miserly seven per cent of these senior PR people felt social media was a major communication challenge and less than 15 per cent seek social media skills in candidates.

Speed’s Stephen Waddington blogged about the survey results and his excellent Storify round up of live Tweeting from the launch event captured the flavour of attendees views on the attitudes in the room.

Simon Francis was so incensed he issued a call to arms to have these comms “dinosaurs” outed.

And yet, isn’t this turning into a cracked record?

Peter Morgan, Head of Communications at Rolls Royce was also labelled a dinosaur back in May 2010 when he (in)famously declared that “social media was a waste of time”. He subsequently recanted – but only after Rolls Royce had endured a major comms crisis that caught the company on the back foot with regard to social media.

And as Si Francis also reported from the BLCS 2012 launch event: “David Bickerton from BP admitted his organisation was left reeling from the social media impact of recent events. And, he added, as a result, the company was now ensuring ALL staff have a role to play in the reputation management of the company on social media.”

Is it the case that comms directors only begin to appreciate the need for taking social media seriously when they suffer a major communications crisis?

But if the potential threat from a comms crisis isn’t enough incentive for action, what about the latest Edelman Trust Barometer?  According to Vikki Chowney at EConsultancy: “This year UK CEOs again face a major hurdle in convincing the public that they should be listened to: they were the least credible public spokesperson for a business or organisation, with only 30% of respondents finding them reliable. More credible were academics or experts (by 73%), followed by a ‘person like me’ (60%), a technical expert (56%), or a ‘regular employee’ or ‘financial/industry analyst’ (55%).”

“People like me” are increasingly to be found having conversations on social networks. Does that not suggest that social media might need just a modicum of attention?

However, the thing that irked me most about the BLCS survey was the fact nearly two in three communications professionals see reputation management as their most important function.  I had to stifle a yawn.

Reputation management has been ranked the number one priority for years now. Matthew Freud was quoted in The Economist in January 2011 as saying that “the future of PR is bright because of the growing importance of reputation management.”

In which case, if reputation management has been so important for such a long time – and PR is supposed to be about reputation management – why is PR and comms representation still largely absent from the board room of UK plc?

According to the BLCS survey, a third of respondents say that advising the board/CEO is one of their most important roles, Which means two thirds don’t. And fewer than half report having a major influence on board level strategic decision-making.

If reputation management really is that important then perhaps we need to up our game in terms of understanding how reputation really is mediated today. And proving our value to senior management and the rest of the business. Taking social media more seriously would be a start. As would a more robust approach to measurement (as Stephen Waddington noted, the subject appeared to be absent form the BLCS survey).

Or perhaps we should stop talking about PR being all about reputation management.

Have a reputable weekend.

Andrew Bruce Smith and The Conversation team

Please note, this Conversation Roundup is written in my own capacity.

I am not a spokesperson for the CIPR.

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Digital marketing digital pr General PR online pr

Is Google turning evil?

(This post first appeared on The Conversation)

Google’s announcement of Search Plus Your World on Tuesday this week certainly got the digerati talking.

Initially, reaction was quite positive. The idea that Google was explicitly acknowledging social signals as a ranking factor and giving people the opportunity to view either personalised or “objective” results was seen as good.

But it didn’t take long for dissenting questions to be raised.

You know something is up when Danny Sullivan (a real SEO expert and long time Google defender) starts talking about “alarm bells”.  As he puts it: “What the hell are you doing, Google?”

But more to the point, what has all this got to do with PR?

As I’ve been saying for some time, search and social media are becoming ever more entangled. Indeed PR, search and social media are combining in ways we are only just beginning to discern. This latest Google announcement merely adds fuel to that fire.  The long term implications for PR relate to skills. Now more than ever, the modern PR pro needs to develop additional strings to their bow beyond the traditional smarts of writing and press handling.

As Google web analytics expert Avanash Kaushik says in his latest post, “one trick ponies are going to be a liability”. In other words, 100pc specialisation is no longer a route to success. He talks about a 70/30 ratio: “At one time, it was okay to be 100% good at one thing, and only one thing. But today companies with people who are 70% magnificent at one thing and have filled the remaining 30% with being good at everything in the periphery of their jobs will rule this world.”

Or as E-Consultancy recently put it, there is a massive demand for (and short supply of) T-Shaped Individuals: “Within the context of digital marketing, T-shaped people can be interpreted as those staff who have a strong, vertical digital skill, but have either a breadth of experience outside of this vertical area or at least a useful level of understanding and empathy with other vertical digital channels and notably with traditional marketing practice and techniques.”

For PR, that means broadening one’s skill set to encompass search and social media expertise at the very least.

And the CIPR has recognised this. There are a whole host of training workshops and webinars lined up in 2012 covering these topics from a PR perspective – from complete beginner through intermediate and advanced. Wherever you sit on the spectrum, I’d strongly urge you to have a look at what the CIPR has to offer these areas.

It may be one of the best investments you make this year.

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Digital marketing digital pr Featured General PR online pr SEO Technology PR

A 10 minute guide to SEO and PPC for PR people

I deliver training workshops and webinars for both the CIPR and PRCA. I cover subjects such as SEO, social media, analytics and overall digital marketing – but always in the context of PR.

It is gratifying when attendees tell me that I’ve helped demystify many of the concepts around SEO and PPC – and to help them see how they can either start doing this kind of work themselves – or at least be better placed to evaluate which 3rd party partners may be more appropriate to work with.

I thought it might be worthwhile to have a quick look at how any PR person might go about sanity checking what do with regard to SEO optimisation around keywords.

Let’s take some example seed terms (PR training, social media training and SEO training) and see what tools like Google Insights, Google Keyword Tool and Market Samurai tell us about demand – and guidelines for PR and marketing approaches.

Google Insights

Google Insights is a great (free!) tool for getting a general sense of keyword trends. Is relative interest in a term rising or falling. What are the likely search trends in the future? (if Google has sufficient data to make a reasonable prediction).

Here’s what the chart looks like for our seed terms (in the UK):

Google Insights for PR Training, SEO Training and Social Media Training

A quick caveat – just because the general trend lines are downward, it doesn’t mean absolute search volumes have fallen. It just means that relative to the overall universe of search terms, interest is relatively lower.  To see absolute search volumes, we need to use the Keyword Tool (see next section)

Unsurprisingly, SEO training only appears on the scene in late 2006. Social media training emerges in mid 2009. Though both appear to have overtaken interest in PR training. And the forward trend for SEO training is upward into 2012.

Again, we should treat this data with caution. We are using Google search data as a proxy for intention ie that someone typing in the term PR training is indeed looking for information on PR training – or seeking to buy PR training services. Ditto the other terms.

GI also shows that in terms of regional interest, all three are largely concentrated in London.

Google Keyword Tool

Google’s Keyword Tool provides insight into the number of times a particular keyword term is searched for every month – both on a global and a local basis. It breaks down figures based on broad, phrase or exact match (go here for an explanation). It is important to understand these distinctions. Too often I have seen PR people quoting broad match figures when they really mean exact match.

Looking at our seed terms, it does seem to bear out that interest in SEO and social media training is currently higher than PR training (assuming search volume is a proxy for interest).

Google Keyword Tool

Who currently ranks highest for natural search on these terms and why?

This is where you would now turn to a tool like Market Samurai to analyse who currently ranks highest in Google SERPs for your respective terms (using the SEO competition module).

Here are the screen shots for the respective terms:

PR training

Without going into the nitty gritty detail on each element (why not come to one of my workshops if you want fuller insight?), areas coloured red suggest that these pages have some optimisation advantage – it could be the age of the domain, the number and quality of backlinks, the number of referring domains, etc. The point being, you can see very quickly what you are up against.

For example, if I was starting a PR training site today with a brand new domain, I’d be competing against these current incumbents. You’d certainly have to allow time, energy and effort to outrank these pages and sites. And think of the likely click throughs you would get even if you were to rank highly. Based on current search volumes, the number one ranked page could expect to get around 1000 click throughs a month (this is based on assuming the number one ranked page gets around 42pc of the total broad match search volume. And I fully appreciate that many out there in the SEO world dispute this figure today. Even so, the fact is, the number one ranked page is going to get the lion’s share of the click throughs. So anyone thinking of trying to rank highly for the term PR training needs to understand the competitive landscape. Or  as I constantly remind people, what is the point in ranking well for a term that no one is looking for?).

What about Google PPC?

What if I can’t expect to naturally rank number one for PR training overnight? (Or for whatever your chosen keyword phrase is).  What about paying for attention via PPC?

Again, Google helpfully provides a tool to allow you see what kind of money you’d have spend to gain the impressions and hopefully, click throughs, based on the term(s) you are interested in.

If we take PR training as the example, we’d see that we could expect to pay a CPC of £1.36 on a broad match basis and we might see around 4 click throughs per day. There is a lot more to be said about PPC, but suffice to say even the PR newbie to PPC can quickly grasp where they are likely to get more bang for their buck

PPC Competitive Intelligence

Wouldn’t it be great if you could also see who else is bidding on your keyword terms, what they are paying and what kind of ad content they have been trying? Well, you can. Step forward SpyFu.

In simple terms, SpyFu allows you to quickly see who you are competing against in Google PPC and what kind of ad content others are using. Perhaps more importantly, who are the advertisers that are testing different ads and sticking with formats that work?

In my experience, service suppliers to the PR sector generally don’t seem to test ad content or are largely unimaginative in terms of copy. Which may explain why most dip their toe in PPC and then give up, assuming that it hasn’t or won’t work.

This is just a cursory look at some basic approaches that PR firms can take to beefing up their SEO skills (hint: this should give you a clue as to why many of the claims made about press release optimisation are completely bogus). We should also bear in mind that search is essentially about fulfilling demand rather than creating it. PR clearly has a role to play in helping create demand in the first place – and we shouldn’t forget that.

However, at the very least this first look should help PRs to have more informed conversations with clients and colleagues about what are realistic starting points for planning and discussion around SEO and PR.

And don’t forget, if you want the full nine yards on SEO, Social Media and Analytics in relation to PR, then please do have a look at the workshops and webinars I will be delivering over the next 12 months here and here.

Of course, please feel to comment on any of the above!

Try Market Samurai For Free!

 

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Digital marketing digital pr marketing online pr tech pr Technology PR Web/Tech

Using Zendesk to power a PR consultancy website

Anyone who has looked at the escherman site recently will have noticed it has changed.

We’ve ditched Squarespace and taken the bold step of using Zendesk as the framework for the entire site.

Why did we do this?

Zendesk is a brilliant web based helpdesk software product (disclosure: client).

However, the more we looked into it, the more we realised that the help desk metaphor could be applied to many familiar aspects of both traditional and online PR. So we thought we’d go the whole hog and build our entire site around Zendesk. We’ve been very pleased with the results so far.

Here are some of the things we really like:

Easy customisation: Zendesk provides a very easy way to customise both the look and the functionality of the site. Adding extra functionality via widgets is very simple. We particularly like the ready made integrations with a variety of 3rd party products such as Salesforce.com

Social media integration. We can monitor Twitter within Zendesk – any relevant Tweets can be instantly converted to a ticket – and assigned to the appropriate individual. Or can form the basis of an instant comment thread that can be posted in an appropriate forum.

Voice integration. We are beta testing Zendesk Voice.  Already available in the US, this will be arriving in the UK in the not too distant future. In simple terms, it allows us to have an integrated call handling system set up in minutes. Imagine PR firms being able to have a complete and automatic log of every journalist call and interaction.

From a training perspective, being able to hear how account execs and account managers deal with journalist enquiries could be very valuable. Or experienced media handlers could share how they deal with journalists on the phone.

The possibilities are endless. We’ll keep you posted on how we get on in the coming weeks.

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Digital marketing digital pr marketing online pr SEO

“Social media is vital say top SEO firms”. But the bosses aren’t very social…

One of the most frequent comments from search agency bosses in the recent NMA league table of the UK’s top search firms was the importance of social media to search.

The following is a representative quote: “the biggest growth opportunities are in increasing the effectiveness of search by integrating it with areas such as display and social media.”

So are the bosses of these search firms walking the walk, as well as talking the talk when it comes to social media?

On the whole, it would appear the answer is no.

To try and work out just how social the bosses of the UK’s top search firms are, I created a PeerIndex list of the MDs of the top 45 firms as per the NMA league table.

As the observant among you will notice, there aren’t 45 names in this list. This was because I wasn’t able to find a Twitter handle for all of them. This suggests they haven’t got one or they aren’t making it easy to find their Twitter profile (*).

As can be seen by the PeerIndex list, the bosses of the UK’s top search firms don’t appear to be that active in social media.

Of course, I’m fully aware of the argument that bosses shouldn’t be wasting their time Tweeting and Facebooking 24/7 – they have far more important things to do like running their businesses. However, given that the top search firms seem to have a consensus about the importance of social media to their clients, you might think that there might be more of an effort to “lead from the front”.

On another point, I will spare the blushes of the search agency MD who “protects” his Tweets.

As I said earlier, I don’t think anyone is disputing that search and social media need to work hand in hand. And from the PR perspective, if the PR sector wants to “own” social media, perhaps it could lend a hand in helping the bosses of search firms get more immersed in the environment. And perhaps creating powerful intergrated offerings that will deliver more effective, high value and more profitable services for clients?

Agree? Disagree? Have your say below.

(*) I’ll happily add in any search agency boss I’ve missed off if they want to supply their Twitter handle to me

My profile on Google+

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Digital marketing digital pr online pr SEO

Winners and losers in NMA’s SEO/SEM agency league table 2011 + PR implications

Once again, it is time to look at NMA’s annual search agency league table to see what the data tells us about the state of search in the UK – as well as the implications for PR.

As ever, I’m very grateful to NMA for providing the baseline data to look at. As I’ve done in the previous four years, I thought I’d dig behind the figures to see if there are any significant trends to be discovered – and to compare the search sector with the PR sector.

The NMA league table ranks agencies based on gross profit rather than turnover (or top line fee revenue in the case of PR Week’s Top 150). I use the phrase “revenue” in this piece as a synonym for gross profit.

Some initial headline findings:

The number agency one agency again – for the third year running – is Bigmouthmedia.

They held on to their number one slot with a gross profit of £12.61m – a very modest rise of 0.42pc (in terms of PR sector comparisons, bear in mind that this is larger than most top 150 PR Week firms achieve in terms of top line fee income).  Revenue per head came in at just under £74K – a drop of 38pc from £120K last year.

The firm with the highest percentage growth was The Webmarketing Group who returned an astonishing 1600pc increase in gross profit over 2009 to £3.1m (I thought this might be a typo – it has happened before – but the figures seem to match with the previous table). Revenue per head was a more modest £54K.

Other high percentage rises were from iVantage (273pc, albeit from a low start point of £30K) and Smart Traffic (169pc – an increase of £2.2m on the previous year).

And who were the losers?

Surprisingly, the highest percentage fall came from Propellernet – a drop of 32pc. They were one of the top performers in 2009. Back then, they recorded a 64pc rise in revenue and a £113K revenue per earner ratio. Last year, they saw revenue fall by £748K to £1.5m and revenue per head fall to £58K. SiteVisibility also fell by 26pc year on year, coming in with a revenue per head figure of £46K.

The largest absolute fall came from Latitude, which saw gross profit tumble by 22pc (or £1.1m).

Of the 35 firms who were in last year’s table (ie where comparisons can be made), 25 of them saw increases in revenue. And ironically, as we’ve seen, some of the biggest fallers this time round were some of the biggest gainers in the previous year.

So what does all this tell us?

On the one hand, you could argue that the sector overall continues to exhibit decent growth. Average revenue per head in the NMA table in 2009 stood at £49.7K. This has risen to £52K in 2010. But this year’s results also show that creating consistent, sustained, multi-year growth is as difficult in SEO and SEM as it is in any other business sector. As we’ve seen, some of last year’s big gainers have seen falls this year. Conversely, some of last year’s fallers have seen revenues rebound this year.

In comparison to the PR sector, the difference in profit per head is beginning to look less marked. There are still a few SEO firms with stellar profit per employee figures – but the lesson from the previous year is to see how many of these agencies are able to sustain such eye popping revenue per head figures over time. Generally, the SEO sector appears to remain more profitable than PR – but not by the same margin of previous years.

Service-wise, the trend towards natural search vs paid search continues – although it should be noted that a number of firms with more PPC work than natural search seemed to exhibit a higher revenue per employee figure.

From a PR perspective, it is worth noting that a recurring comment from many SEO agency heads was the fact that social media was having an ever increasing impact on search (mobile was another common theme). Many SEO firms are already staffing up around social media related services (as well as continuing the trend of hiring their own PR  people)

If the PR sector believes it ought to “own social”, it can’t ignore the role it plays in relation to search. Savvy PR firms are going to cosy up with search agencies or start rapidly developing their own SEO and SEM capabilities. Those that don’t are in danger of being condemned to a race to the bottom of a commodity media relations market.

In summary, this is just a first pass look at the figures (any errors of analysis are all mine – so if you spot any, please point them out). I’ll pore over the data in more detail and report back in further findings. In the meantime, as ever, all comments and feedback welcome.

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Digital marketing digital pr Humour SEO Technology PR Web/Tech

Free 46-page Internet Marketing Strategy briefing whitepaper from @E-Consultancy! Download here now!

First things first : E-Consultancy has produced a most excellent 46-page Internet Marketing Strategy briefing dcoument – free to download by clicking on the link (as I’ve said before, E-Consultancy briefing papers are always high value – easily justifies the annual subscription many times over).

I’m blogging about this because E-Consultancy CEO Ashley Friedlein asked me to (along with 30,000 others)  – see below for his original e-mail. As you can see, this is part of an E-Consultancy experiment into content marketing and SEO – and a very clever one too.  We all get something from it for taking part.

So – if you wouldn’t mind – feel free to click on the link above and download the document.  And if you are so inclined, do as I have done and blog/link to the briefing paper with the anchor text: “internet marketing strategy”.

___________________________________________________________________

We’ve just published a 46-page Internet Marketing Strategy briefing which is free to download. It analyses five key current trends: customer centricity, channel diversification, data, social media and content strategy.

It’s a bit unusual for us to make something like this free. It’s an experiment in ‘content marketing’ – a hot topic in digital marketing and something we examine in the briefing itself.

Of course we’re interested to see how many visits and downloads we get, the tweets and social mentions, but we’re most interested in getting links to this page (ideally with the link anchor text Internet Marketing Strategy) to see how this impacts our natural search rankings for the phrase ‘internet marketing strategy’.

Currently we’re nowhere near the first page of Google, or other search engines, for this competitive search phrase. But could we be with a bit of ‘content marketing’? And what value might that drive to us?

We plan to publish a mini case study with the results of this experiment which hopefully you’ll find interesting and which might help put more concrete value to the effectiveness (or otherwise) of ‘content marketing’.

You can help with our experiment…

Of course we encourage you to download and read the briefing itself (we think it’s very good) but, ideally, you would send a link to this page (not the file itself – little SEO value there…) to relevant contacts or, even better, you’d link to the page from your blog, via social media etc.

In an ideal world you’d even use the anchor text Internet Marketing Strategy to the link to the page.

I’m sending this email to around 30,000 of Econsultancy’s members globally so, if you do your collective bit, then we should stand a good chance of building some great, and relevant, links…?

Will we shoot up the rankings as a result? Or get punished for the suspiciously quick build-up of links with the same anchor text? Who knows… watch this space.

Obviously we’re not incentivising you to do this in any way because that would be “paid links”. 😉

All the best and thanks for any help.

Ashley

Ashley Friedlein
CEO
Econsultancy

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Digital marketing digital pr General PR online pr SaaS Technology PR Web/Tech

Using Zendesk as a Press Office help desk for journalists

If you think about, a press office is basically a help desk for journalists.

The terminology may differ, but many of the processes are similar. An IT support desk will talk about support tickets – a press office will describe it as a journalist enquiry. Either way, both need to be dealt with and resolved (answered) as quickly and efficiently as possible.

With this in mind, it occurred to me that Zendesk(*) could be a very cost effective way for both PR firms and and in-house departments to manage press enquiries and press information generally.

Set up takes 5 minutes – you have a complete audit trail of how enquiries are dealt with. You can upload lots of standard PR information such as press releases, backgrounders, images, etc. Customisation is straightforward. Twitter integration slick. Plus lots of useful analytics.

And because it is a SaaS based service, you can start small and scale up depending on your needs (it’s ability to scale is amply demonstrated by the fact that companies like Twitter, Groupon and SAP use Zendesk as their help desk software). Cost wise, entry level begins at around £5 per user per month. It’s early days in our use of it, but the potential is obvious.

What do you think?

*Declaration of interest: we are helping Zendesk with PR support around the launch of the new European HQ. But we are also a paying customer – and would happily be using it even if didn’t have Zendesk as a client.