Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zendesk Support empowered Zoosk’s agents and doubled their efficiency
13-10-2020

Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zoosk desired a rich and practical assistance desk computer pc software that would be implemented effortlessly. Zendesk help supplied the blend that is perfect of and ease of use.

Wide range of Agents

Divisions making use of Zendesk

Zoosk could be the globes biggest social community that is dating having registered 50 million singles from 60 nations since its founding in 2007.

Users can access Zoosk’s online dating experience through the company’s internet site, social media applications, mobile solutions, and desktop application that is downloadable. The solution will come in significantly more than 20 languages.

Zoosk makes internet dating fun and simple, together with business desires its help experience to function as same manner. Whenever people have actually questions regarding payment, subscriptions, or internet site features, the business aims to react as fast as possible with friendly, accurate help. But until recently, Zoosk utilized available supply ticketing and e-mail solutions that offered just a small fraction regarding the functionality the quickly growing business required.

“We were a normal startup, utilizing hacked-together free tools to guide our customers,” stated Eric Hallquist, Senior Director of User Operations. “As we grew in elegance and complexity, we needed greater understanding of customer needs to make certain that we could better focus on our support tasks.”

Zoosk desired an online help solution legit payday loans in Utah that would offer rich functionality, yet might be implemented easily and quickly. Zendesk Support offered the perfect mixture of energy and ease of use.

“Our Zendesk help execution had been the simplest implementation I’ve encountered within my career,” Hallquist stated. “But it is not a solution that is generic. We had been able to utilize the tool’s CSS widgets to create our assistance web web page and seats feel and look like section of Zoosk.”

After fine-tuning the appearance and feel, Zoosk put up intelligent routing for incoming tickets. Today, whenever a Zoosk member submits a help demand via an internet kind, Support’s triggers go to exert effort. Triggers are defined company guidelines that operate right after a solution is developed or updated. As an example, a trigger may be used to inform clients whenever an admission happens to be exposed or with regards to happens to be resolved.

Therefore in Zoosk’s instance, whenever an associate submits a help demand, they get a automatic e-mail response that lets them understand when you should expect an answer. On the basis of the nature of this demand, the email might direct them to self-serve help such as online assistance and FAQs.

Causes additionally use tags to seats in line with the information the user entered to the help type. In this manner, Zoosk’s agents—who are arranged in rational teams within Support—can kind seats by views. Views determine an accumulation seats according to a pair of criteria. Views may be formatted to produce as listings or tables, and you will specify who is able to access them. These views enable Zoosk to designate seats to agents according to their aspects of expertise.

“We provide help in five languages,” Hallquist explained. “Zendesk help automatically filters seats for our agents in line with the languages they talk in addition to technical problems they’re many adept at handling.”

As Zoosk’s agents work, Support’s integrations give them comfortable access to effective functionality that allows better customer support. One custom widget integrates with Zoosk’s user database to allow agents glance at the known user profile for every admission. “Thanks to Support’s integrations, our agents have got all member that is relevant at their fingertips and certainly will deliver an educated, personalized response a great deal more quickly,” Hallquist stated.

Zoosk has additionally integrated the IfbyphoneВ® Widget into its Support system, permitting agents to handle calls on the platform that is same support seats. Whenever a part calls Zoosk’s toll-free help quantity and actually leaves a voicemail, Ifbyphone immediately transcribes the message as a text file and sends it—along by having a recording of this call—to help, where it becomes a support admission. After reviewing the problem, a Zoosk representative may use a virtual dialer to phone the user without making the device.

Using Support’s views, search device, and reports, Zoosk can measure the effectiveness of its help programs and arrange for the near future.

At a glance, Hallquist checks on admission volumes, reaction times, and a number of other data. “With help, we could effortlessly determine styles into the concerns our members are asking, then make use of this information to steer our item development decisions,” he said. “Now, if our advertising group asks me personally exactly how many of y our French members are calling to cancel their membership every month, i will let them have a precise solution.”

Support’s analytics also have revealed an increase that is dramatic individual efficiency and reduction in reaction time. “I expected a understanding curve with Zendesk Support—but I became wrong,” Hallquist admitted. “Our agents used to address 100 to 125 seats each day. Now they handle as much as twice as much.”

After reviewing Support’s backlog report, Zoosk recently identified the requirement to expand its help to seven days a week. Which means agents gets to expend more hours by having a support that is online they’ve grown to love.

“When we first examined Zendesk and saw the advertising taglines such as ‘Love Your Helpdesk’, we thought it absolutely was a hokey that is little” Hallquist admitted. “But now we’re making the rounds saying these exact things.”

“Our agents often type ‘ we favor Zendesk’ because their IM status message. We’re big, big Zendesk fans.”

– Eric Hallquist Senior Director of User Operations at Zoosk