4 CHAPTER ONE Goals and Strategy Your Zendesk Talk setup strategy will vary based on your organization’s goals. A team with dozens of phone support agents, for ex- ample, will have different business goals than a small startup introducing phone support for the first time. After talking to lots of Zendesk customers, we’ve found that the majority of their goals fit into three main categories: (1) introducing phone support; (2) boosting customer satisfac- tion; and, (3) improving operational efficiencies. These goals certainly aren’t mutually exclusive, but honing in on your team’s primary goals will help you and your team prioritize decisions about setup, staffing, and key metrics.