Zoosk desired a rich and help that is functional computer software that might be implemented easily. Zendesk help offered the perfect mixture of energy and simpleness.
Wide range of Agents
Divisions making use of Zendesk
Zoosk may be the globes biggest social dating community, having registered 50 million singles from 60 nations since its founding in 2007.
Users have access to ZooskвЂ™s online dating experience through the companyвЂ™s internet site, social network applications, mobile solutions, and downloadable desktop application. The solution will come in significantly more than 20 languages.
Zoosk makes online dating sites fun and simple, plus the company wants its help experience to function as the same manner. Whenever people have actually questions regarding payment, subscriptions, or internet site features, the organization aims to react as soon as possible with friendly, accurate help. But until recently, Zoosk utilized open supply ticketing and e-mail solutions that supplied just a portion associated with functionality the quickly growing business required.
вЂњWe were a typical startup, making use of hacked-together free tools to guide our clients,вЂќ stated Eric Hallquist, Senior Director of User Operations. вЂњAs we grew in elegance and complexity, we required greater understanding of client needs to ensure we could better focus on our help activities.вЂќ
Zoosk desired an online help solution that would offer rich functionality, yet could possibly be implemented easily and quickly. Zendesk help supplied the perfect mixture of energy and ease of use.
вЂњOur Zendesk help execution ended up being easy and simple implementation IвЂ™ve encountered within my career,вЂќ Hallquist stated. вЂњBut this is simply not a solution that is generic. We had been able to utilize the toolвЂ™s CSS widgets to help make our assistance web page and seats feel and look like element of Zoosk.вЂќ
After fine-tuning the appearance and feel, Zoosk put up routing that is intelligent incoming tickets. Today, whenever a Zoosk member submits a help demand via an internet type, SupportвЂ™s causes go to get results. Causes are defined company guidelines that operate soon after a admission was developed or updated. For instance, a trigger can help alert clients whenever an admission happens to be exposed or when it was fixed.
Therefore in ZooskвЂ™s instance, when 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 entered to the help kind. That way, ZooskвЂ™s agentsРІР‚вЂќwho are arranged in rational teams within SupportРІР‚вЂќcan sort seats by views. Views determine an accumulation seats predicated on a couple of requirements. Views could be formatted to show as listings or tables, and you may specify who are able to access them. These views enable Zoosk to assign seats to agents considering their aspects of expertise.
вЂњWe provide help in five languages,вЂќ Hallquist explained. вЂњZendesk help automatically filters seats for the agents on the basis of the languages they speak plus the technical issues theyвЂ™re many adept at handling.вЂќ
As ZooskвЂ™s agents work, SupportвЂ™s integrations provide them with access that is easy effective functionality that allows better customer care. One custom widget integrates with ZooskвЂ™s user database to allow agents glance at the known user profile for every admission. вЂњThanks to SupportвЂ™s integrations, our agents have all member that is relevant at their fingertips and that can send a qualified, personalized response way more quickly,вЂќ Hallquist stated.
Zoosk in addition has integrated the IfbyphoneР’В® Widget into its help system, enabling agents to handle telephone calls on the platform that is same help seats. Whenever a part calls ZooskвЂ™s support that is toll-free and actually leaves a voicemail, Ifbyphone immediately transcribes the message right into a text file and delivers itРІР‚вЂќalong by having a recording for the callРІР‚вЂќto help, where it becomes a help solution. A Zoosk agent can use a virtual dialer to call the member without leaving the system after reviewing the issue.
Making use of SupportвЂ™s views, search device, and reports, Zoosk can measure the effectiveness of the help programs and policy for the long run.
At a look, Hallquist checks on ticket volumes, reaction times, and a number of other data. вЂњWith help, we are able to effortlessly determine styles when you look at the concerns our members are asking, then utilize this information to steer our item development decisions,вЂќ he said. вЂњNow, if our advertising group asks me personally exactly how many of y our French readers are calling to cancel their membership every month, I’m able to let them have a precise response.вЂќ
SupportвЂ™s analytics have revealed an increase that is dramatic user productivity and decline in response time. вЂњI expected a learning curve with Zendesk SupportРІР‚вЂќbut I became wrong,вЂќ Hallquist admitted. вЂњOur agents used to address 100 to 125 seats each day. Now they handle as much as twice as numerous.вЂќ
After reviewing SupportвЂ™s backlog report, Zoosk recently identified the requirement to expand its help http://www.spot-loan.net/payday-loans-ak to 7 days per week. Which means agents can get to invest more hours by having an online support system theyвЂ™ve grown to love.
вЂњWhen we first tested Zendesk and saw the advertising taglines such as for instance вЂLove Your HelpdeskвЂ™, we thought it absolutely was a hokey that is littleвЂќ Hallquist admitted. вЂњBut now weвЂ™re going around saying these exact things.вЂќ
вЂњOur agents often type вЂ I Love ZendeskвЂ™ as their IM status message. WeвЂ™re big, big Zendesk fans.вЂќ
вЂ“ Eric Hallquist Senior Director of User Operations at Zoosk