Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zendesk Support empowered Zoosk’s agents and doubled their efficiency

Zoosk desired a rich and help that is functional computer computer pc software that might be implemented effortlessly. Zendesk help offered the blend that is perfect of and ease of use.

Number of Agents

Divisions utilizing Zendesk

Zoosk may 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 services, and online desktop application. The solution comes in significantly more than 20 languages.

Zoosk makes internet dating fun and simple, in addition to business wishes its help experience to function as the same manner. Whenever people have actually questions regarding billing, subscriptions, or site features, the business aims to react as fast as possible with friendly, accurate support. But until recently, Zoosk utilized source that is open and e-mail solutions that supplied just a small fraction regarding the functionality the quickly growing business needed.

“We were a normal startup, making use of hacked-together free tools to guide our customers,” stated Eric Hallquist, Senior Director of User Operations. “As we grew in elegance and complexity, we required greater understanding of customer needs to ensure we could better prioritize our help tasks.”

Zoosk desired an on-line help solution that would offer rich functionality, yet could possibly be implemented easily and quickly. Zendesk help offered the perfect mixture of energy and ease of use.

“Our Zendesk help execution had been easy and simple implementation I’ve encountered within my career,” Hallquist stated. “But this is simply not a generic solution. We had been able to utilize the tool’s CSS widgets to produce our assistance web web web page and tickets appear and feel like section of Zoosk.”

After fine-tuning the appearance and feel, Zoosk put up smart routing for incoming tickets. Today, whenever a Zoosk member submits a help demand via an internet kind, Support’s causes go to the office. Causes are defined company guidelines that operate right after an admission happens to be produced or updated. For instance, a trigger may be used to alert clients whenever a solution happens to be exposed or with regards to was resolved.

Therefore in Zoosk’s instance, whenever an associate submits a help demand, they get an automatic e-mail response that lets them understand when you should expect an answer. In line with the nature associated with demand, the e-mail may direct them to self-serve help such as online assistance and FAQs.

Causes additionally use tags to seats on the basis of the given information the user joined in to the help type. In this way, Zoosk’s agents—who are arranged in rational teams within Support—can type seats by views. Views define an accumulation of seats according to a couple of requirements. Views could be formatted to show as listings or tables, and you will specify who is able to access them. These views allow Zoosk to designate seats to agents centered on their aspects of expertise.

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

As Zoosk’s agents work, Support’s integrations provide them with quick access to effective functionality that allows better customer care. One custom widget integrates with Zoosk’s user database to let agents glance at the user profile for every single admission. “Thanks to Support’s integrations, our agents have actually all member that is relevant at their fingertips and will deliver an educated, personalized response a whole lot more quickly,” Hallquist stated.

Zoosk has additionally integrated the IfbyphoneВ® Widget into its help system, enabling agents to control calls on the exact same platform as help seats. Whenever a part calls Zoosk’s toll-free help quantity and will leave a voicemail, Ifbyphone immediately transcribes the message in to a text file and sends it—along with a recording associated with the call—to help, where it becomes a help admission. After reviewing the problem, a Zoosk representative may use a digital dialer to call the user without making the machine.

Using Support’s views, search tool, and reports, Zoosk online payday loans Nebraska direct lenders can assess the effectiveness of their help programs and arrange for the near future.

At a look, Hallquist checks on admission volumes, reaction times, and a bunch of other data. “With help, we are able to effortlessly recognize styles into the concerns our members are asking, and 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 customers are calling to cancel their membership every month, i could let them have a defined solution.”

Support’s analytics also have revealed an increase that is dramatic individual efficiency and reduction in response time. “I expected a curve that is learning 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 numerous.”

After reviewing Support’s backlog report, Zoosk recently identified the requirement to expand its help to seven days a week. Meaning agents can get to pay more hours having an online support system they’ve grown to love.

“When we first tested Zendesk and saw the advertising taglines such as for instance ‘Love Your Helpdesk’, we thought it had been a hokey that is little” Hallquist admitted. “But now we’re on offer saying these exact things.”

“Our agents often type ‘ we Love Zendesk’ as their status that is IM message. We’re big, big Zendesk fans.”

– Eric Hallquist Senior Director of User Operations at Zoosk