Zendesk are acquiring Forethought.ai and I am apprehensive. We evaluate products in this space constantly and Forethought is one that genuinely feels next generation. The independent agent processes constantly evaluating what’s working and where there are opportunities for improvement in your workflows and documents are great to see.
I think it’s fair to say that those recent acquisitions for Zendesk haven’t necessarily kept pace with other tools out there. My main concern is that Forethought needs nurture and not neglect.
There’s no doubt in my mind that Forethought is a good purchase for Zendesk. Now we want to see that Zendesk is a good owner for Forethought!
Have you logged into Beacon yet? For as long as we’ve been doing Zendesk consulting, we’ve had our own tooling. You can’t manage complex instances by clicking through the admin centre page by page, so years ago I built something better for us. It pulls your entire config into one place, flags the problems, and lets you actually manage things properly. Here’s a little clip of getting started in real time, one take, easy!
We’ve now opened it up for anyone who manages a Zendesk. It’s called Beacon. Connect your instance and you’ll see what I mean. Give it a go free now at beacon.deltastring.com.